Resident Support Engineer

Broadband-Customer Experience

Mexico City, Mexico

Description

**Resident Support Engineer**

**Role Description**
- We are looking for highly motivated and technically skilled Resident Support Engineer (RSE) to join our Harmonic Broadband support team. You will be responsible for providing technical expertise and product knowledge the customer's operations teams in deploying and managing Harmonic solution and services.
- You will report to Director or Broadband Support.

**Location**
- You will be based in Mexico City.
- This is a Hybrid role - Remote with periodic onsite work at Mexico City and Monterrey, in Mexico.

**What you will be doing**:

- Provide onsite and remote support activities for cOSTM client lab integration, testing, qualifications, and field trials in Mexico
- Integrate IP networking ecosystem with Harmonic platform/system to support Customer Use Cases.
- Communicate with remote, marketing, engineering, and sales teams about client expectations.
- Responsible for testing new software and hardware; report and track defects to engineering.
- Execute, and lead client field trials.
- Train clients on the operation and troubleshooting of the Harmonic platform/system, with support by the Remote team.
- Train field service team on the operations and troubleshooting of Harmonic platform/system and any new features with support by the Remote team.
- Assist with deployments and technical support.
- Supporting customers in conjunction with Harmonic’s 24/7 Technical Assistance Centre (TAC).
- Investigate, diagnose and resolve Customer issues in a timely manner and be onsite if needed. Also, escalate problems for assistance in a timely manner.

**What you should have**:

- Bachelor’s in computer science, Electronic Engineering, Telecommunications or equivalent;
- 5+ years direct experience in networking systems hardware, software and troubleshooting.
- Strong expertise in IP network switching and routing protocols, TCP/IP stack is a “must”.
- Experience in configuration and administration of Linux-based servers is a “must”.
- Understanding of containerized environments and orchestration tools (containerd, Docker, Kubernetes, etc.).
- Ability to understand technical documentation including Software/Hardware Configuration Guides, schematics, work instructions, test procedures, etc.
- Problem solving, analytical and communications skills.
- Knowledge of FTTX/PON is a “must”.
- Language - Fluence and able to communicate (verbal and written) in both Spanish and English is a “must”.
- Extensive experience working in cross-functional teams in the delivery of customer-specified technology solutions. This includes business capture support, project execution, and customer management.
- Experience with monitoring and observability tools such as Zabbix, Grafana, and Prometheus for real-time metrics analysis, alerting, and troubleshooting.
- Experience using tcpdump and Wireshark for network traffic analysis.
- Proficiency with Atlassian tools (Confluence, JIRA, etc.).

**Travel (if applicable)**

**Diversity, Equality, and Inclusion at Harmonic**
- At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.
- #LI-Remote
- #LI-AW1