Customer Support Specialist - Software
CENX - Ottawa, ON

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What We Do
CENX builds advanced software solutions for service providers. Our team brings scalable big data analytics, software-defined networking and service orchestration to the world’s leading service providers. At CENX, we believe that teams equipped with the best technology and tools are the only way to revolutionize the delivery of next generation services. Come make a difference in our fast-paced, challenging environment.

The Opportunity
You'll be a Customer Support Specialist ensuring the successful operation and maintenance of the CENX Product set including the Ethernet Lifecycle Manager across our customer sites globally. Our products are built on a JAVA platform with technologies like JBOSS, Redis, Cassandra, Spark, PostgreSQL, Datomic, Kafka and interoperates with many different product sets across a wide range of solutions from Ordering Systems through Network Elements, and Network Performance/Fault Monitoring Systems. This continually evolving technology ecosystem is moving and evolving quickly coupled with the creation of new markets based on Service Orchestration. Highly adaptable candidates who can keep ahead of these changes are required.
As a Customer Support engineer, you'll work on managing and maintaining our customers systems.

This role involves troubleshooting customer deployments, ensuring high-availability of our applications and investigation of the root-cause of failures. You will also work closely with our development team, QA team and Sales organizations to ensure our customers have the best possible experience with the services and software CENX delivers.

Key Responsibilities
*Manage and document all troubleshooting and required resolutions in a problem reporting tool that is shared with our customers.
*Attend to customer requests and ensure timely delivery of service within established SLA’s where priority is driven by defined severity levels.
*As a Customer Advocate, represent customer interests internally and own the customer experience to ensure the best possible experience with our product.
*Prepare well-defined or reproducible problem descriptions/test-cases to engage our development team or product management team.
*Prepare for and attend customer service reviews.
*Summarize and Prepare timely reports on Major and Critical incidents.
*Own and deliver structured root-cause analysis of significant issues.
*Share knowledge, mentor peers and prepare guides and knowledgebase articles for our customers.
*Prepare for and deliver technical training to our customers.
*Work within a 24/7 helpdesk and a rotating on-call schedule.

Qualifications
*Minimum of 5 years’ of experience supporting distributed applications for telecommunications or large enterprise customers.
*Demonstrated experience working with web based applications, application server environments and API’s (Apache, JBOSS, RESTful web APIs)
*Shell scripting knowledge; Powershell, Python, Bash, Ruby, Perl, etc.
*Strong practical experience supporting and tuning distributed applications on RedHat Enterprise Linux, and RedHat SE Linux in a virtualized environment or in a cloud.
*Experience supporting, performance tuning and maintaining; Cassandra, PostgreSQL, MySQL, HDFS.
*Experience with deploying and managing systems utilizing one of the following; Puppet, Bamboo, Chef or Docker.
*Knowledgeable about monitoring and metrics for performance, not just uptime
*Excellent written communications and an ability to distil the essential facts in summary of complex and difficult problems.
*An understanding of Kepner-Tregoe Problem Solving and Decision Making.
*Familiarity with security concepts and the handling of protected customer data.

About CENX
CENX provides Service Orchestration solutions that automate lifecycle management of Carrier Ethernet/IP services across today’s data network infrastructures, SDN and NFV. We bring the power of big data analytics, automation, and leading-edge virtualization and web technologies to visualize transport services, and orchestrate service delivery across multiple operator networks. With CENX, service providers, data centers and enterprises can accelerate time to revenue, visualize services end-to-end, and assure inter-carrier performance. www.cenx.com


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About this company
Ethernet Service Orchestration Software and Service CENX provides software and services solutions that orchestrate Ethernet transport...