Location: Melbourne, Australia

Our Team:

Semtech’s Router Customer Technical Support & Quality Team is a Global Customer Experience and Quality organization located in North America.  We are looking for hire a full time position based in Melbourne, Australia to expand or Technical Support Team.   Our focus is to execute as One Global Team, supporting the deployment, integration & post sales technical experience of an entire portfolio of Cellular Wireless Router and Gateway device solutions into the rapidly growing IoT Wireless Marketplace.  Semtech is a leader in delivering ruggedized, wireless router solutions into Mobile, Fixed and Industrial solutions – ranging from Public Safety/First Responder applications, to Public Transportation, to Industrial/Utility applications.  These products range from simple LTE-A gateway solutions to complex routers utilizing dual 5G cellular modems with dual WiFi 6 4x4 MIMO with out of band LPWA management.  Our focus is on delivering best in class performance, useability and manageability of broad deployments with both on-prem and Cloud based services.  We are team that advocates for the customer and is committed to being Responsive to our Customers and passionately focused on Continuous Improvement in our Product Quality and Execution.

Job Summary:

This is a key role in the on-going success of the Customer Support team as this candidate will be the primary contact in the Asia-Pacific region.  This position requires the candidate to have sufficient technical expertise and demonstrate an excellent ability to consistently communicate with the support team, management, engineering team and most importantly to the customer.  You will collaborate with product development engineers to investigate and resolve hardware and software issues found by customers as well update our Knowledge Base to provide better self-service for our customers.  In addition, you will be expected to handle any overflow of support tickets for customers based in North America.  You will be the eyes and ears of the company providing direct feedback on how our customers experience our solutions.

• Effectively manage a variety of technical support issues in a fast pace, growing organization.  Interacting with internal and external customers via phone, email and remote support tools 
• Analyze logs / Perform and analyze network traces / Troubleshoot problems
• Resolve problems or find a workaround
• Available to work after hours (on-call) and occasionally be able to work on statutory holidays which are paid separately  
• Cover any overflow workload from our North American and European support team
• Support the operation of wireless networking solutions and hosted/on-premise management platform
• Able to work conjointly in an international environment with the Global Customer Experience team from the level 1 customer support to level 3 technical engineering team.
• Onsite visit to customer site in the Asia Pacific regions maybe required from time to time to troubleshoot complex issues

This job is hybrid position where you will be required to work in the office at least 3 times a week.

Responsibilities:

• Troubleshoot request via email and phone calls.  Help external customers or our sales/field engineering team troubleshoot technical issues.   Test and work toward resolution– 40%
• For highly technical issues, collaborate with team-members, field support staff and work with our engineers to isolate problems and implement solutions – 15%
• Ensure that customers are provided with timely updates  – 15%
• Share knowledge of the products and industry best practices by contributing to the Customer Knowledge Base – 10%
• Worked with our deployment team to implement our Semtech equipment and services with customers network environment – 15%
• Provide weekly and monthly stats on support cases – 10%
• Testing of our Products (Routers/Modules) and Management Services before General Availability to the public – 10%

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology or equivalent Certifications
• 5+ years’ experience in an Engineering or Technical Support role in an external customer facing role
• CCNA and/or CCENT certification
• Sound networking background: TCP/UDP IP, Port-forwarding, modems/routers/switches configuration Firewalls, troubleshooting VPN and routing issues
  • Hands on experience troubleshooting the layers of the OSI model, 
• Experience in managing and/or deploying VM servers
• Strong knowledge of Linux / Unix experience operating OSS systems

Desired Qualifications

• ITIL knowledge or certification
• Vehicle telemetry: Knowledge of vehicle CANbus, OBDII, J1708 protocols
• Experience with container applications and APIs an asset
• Experience in designing and implementing networks

The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.