Senior Support Engineer

Senior Support Engineer - Plume

Life at Plume

At Plume, we believe that technology isn't about moving faster, it's about making life’s moments better. Which is why we’ve built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale.

We now deliver services to over 50 million locations globally and have managed over 2.5 billion devices on our platform. We’re expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Communications Service Providers (CSPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data.

With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can’t do it exceptionally well, we don’t do it. It’s how we've assembled a team of world-class builders, thinkers, and doers. And it’s how we’re reinventing what’s possible every day.

This is a highly technical role, providing technical support to Plume’s retail customers, Enterprise customers and their Network Operations Center teams. The role covers architectural, design, and implementation consultancy support that will include set up of support policies, technologies and processes along with triage of field issues

The Senior Support Engineer will be required to develop and maintain an expertise in the relevant Plume products and ensure that a high level of customer satisfaction is maintained with customers. In addition to knowledge of the Plume products, the Senior Support Engineer will be expected to bring, maintain and develop knowledge and skills of the surrounding systems, software and vendor landscape, as well as customer requirements and industry best practice.

Responsibilities:

Resolve customers' issues with the recommended troubleshooting steps for technical issues, keep track of unresolved and escalated issues, and take ownership in resolution of customer issues until they’re fully resolved

Drives diagnosis, troubleshooting and thorough testing of reported problems that are not easily reproducible.
Use higher level networking tools to test and reproduce complex network connection and performance issues in a comprehensive manner.
Conducts reverse engineering from the code for known and suspected issues.
Document and open support tickets for Customer issues.

Lead cross-functional customer experience review sessions with Product and Engineering. Communicate clear and actionable recommendations towards product improvement (including bug fixes and new features) during these sessions, and manage prioritization of these requests

Proactively seek to identify trends based on calls received and cases created by/for the Customers .
Work to immediately notify the Product and Engineering teams of these trends, while also identifying possible underlying technical issues, and recommending possible solutions.
Escalate cases and develop relationships with Engineering to resolve issues in a timely and effective manner.

Work closely with Service providers and Enterprise customers to help them gain a good understanding of the technical issues and the paths towards resolution. Provide both strategic and day-to-day technical expertise and support for assigned accounts

Develop strong technical relationships at the highest levels within the accounts
Manage the timely, accurate and quality delivery of the company products and technical support to these accounts as required to meet sales goals.

Develop Support tools with Engineering to enable collection of useful data for faster diagnosis and resolution of issues

Define requirements that will enable increased supportability of the Plume product
Writes policies and standard operating procedures to support effective use of proactive Support technologies and systems.

Conduct in-depth technical training and transfer of knowledge sessions to enable Enterprise customers and junior Customer Engineering members to provide technical support to the end customers.

Primarily work during India working hours, however be flexible to work in US shifts as required on a rotation basis.

Qualifications:

At least 10 years work experience in Support Engineering

BA/BS degree in Computer Science or related technical field or equivalent practical experience.

Strong understanding of IEEE 802.11/WiFi Protocols

Experience developing software using C/C++

Network management skills: In depth knowledge of OSI/TCP IP layers, strong understanding of LAN technologies like DNS, DHCP, Bridging, Switching, Routing

Prior experience in Linux, Red Hat Linux, Fedora and Ubuntu based development and Networking. OpenWRT and RDK experience preferred but not required.

Familiar with operation of management tools and network analyzers like Sniffer, Wireshark, tcpdump.

Trend analysis to help deliver more efficient solutions to customer network

Good understanding of Cloud Architectures, virtualization and various enabling technologies from vendors.

Basic Shell and Python scripting skill

SaaS experience is a plus but not required.

About Plume

As the creator of the only open, hardware-independent, cloud-controlled experience platform for CSPs and their subscribers, Plume partners with over 350 CSP customers, including some of the world’s largest such as Comcast, Charter, Liberty Global, and J:COM.

Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume’s software-defined network allows CSPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture.

Backed by investors such as Insight Partners and SoftBank Vision Fund 2, Plume is now valued at $2.6B, having added over $500M in funding in 2021 alone.

Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.

Last updated: 7 hours ago