Technical Customer Service Manager – Mimosa Santa Clara Headquarters

 The Technical Customer Service Manager will have responsibility for our global technical support and delivery team, located in  the US, South America, and Turkey.  Focusing on supporting Mimosa’s global deployments with some of the world’s largest telecom companies and enterprise customers.

Duties and Responsibilities

• Manage and develop a globally diverse team of technical support engineers.
• Responsible for technical customer support resource planning to ensure we are available 24/7.
• Work daily with the Team and internal stakeholders on the management of support tickets, backlogs, and customer escalations.
• Responsible for the management of customer technical support dashboards and metrics
• Prepare support analytics and present to internal stakeholders and customer meetings as required.
• Work closely with Engineering, Product Management and Supply Operations to proactively prevent and resolve customer escalations.

Required Experience and Skills

• Bachelor’s degree in computer science or a related field, or the equivalent work experience.
• 7 + years customer service, technical and delivery support
• Experience with broadband/fixed wireless access technology is recommended, but not required.
• Prior management experience leading a team of technical support engineers
• Proven track record in a fast-paced, dynamic environment
• Proven self-starter with critical thinking skills, out of the box thinker and continuous learner
• Excellent project management skills with ability to manage multiple projects.
• Superb verbal and written communication skills with all levels within an organization
• Must be comfortable rolling up their sleeves and participating wherever needed.
• Microsoft Office Suite.  Must have strong Excel skills. 
• Travel up to 10%.

EEO/AAP

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.
 

Compensation

The expected annual pay range is $117,000 to $199,000.

Exact compensation may vary based on skills, experience, and location.

Other

This position requires a criminal history background check. Only job-related convictions will be considered and will not automatically disqualify the applicant from employment. A drug screen will also be administered.

To apply, please visit the Careers page on the Radisys Website: www.radisys.com/careers

Technical Support Engineer - Mimosa Location: Turkey and India

Work Schedule: Sunday 11PM to Friday 7AM Pacific
 

Mimosa Networks, a wholly owned subsidiary of Radisys, stands as the global technology leader in wireless broadband solutions. Our innovative technology not only facilitates connectivity in dense urban and hard-to-reach rural areas at a fraction of the cost of fiber but also extends its reach to locations where fiber installation may face challenges or is cost prohibitive. Our commitment to versatility ensures that Mimosa Networks continues to bridge connectivity gaps in diverse environments. Notably, Mimosa Networks was acquired in 2023 by Radisys Corporation, a wholly owned subsidiary of Reliance Jio Platforms Limited.

If you are someone that wants to work with a talented, fun, and passionate team on innovative hardware and software solutions that will have a huge and visible impact on the industry, then Mimosa wants to hear from you.

About us

• Fun and dynamic work environment
• Growing team, looking for the right people to join and provide leadership and direction
• We work hard, but believe people perform at their best when they have a work-life balance

Responsibilities
 

• Become an expert on Mimosa’s product and service solutions, providing technical support for both RF and networking.
• Explain interoperability between the components of Mimosa’s wireless solutions (hardware, embedded software, network design tools, and NMS software)
• Participate in on-call rotations.
• Respond to and close customer cases within agreed times.
• Share knowledge to cross-train others on the support team.
• Close the loop with engineering to fix issues and validate solutions.
• May participate in cross-functional product engineering and marketing design forums.
• May participate in developing standards, procedures and training documentation.

Desired Skills and Experience

• Bachelor’s degree in engineering or related discipline with three (3) or more years of experience in a Level 2 or 3 technical support role.
• Understanding of RF/microwave network design (Point-to-Point)
• Experience with planning for outdoor Wi-Fi deployments (Point-to-Multipoint)
• Technical expertise in some of the following: 802.11a/b/g/n/ac/ax, L2/L3 Networking protocols, IP routing/switching, AAA (RADIUS/802.1x), NMS, VoIP, QOS, packet capture with Wireshark.
• Fluent in English with excellent written and verbal communication skills
• Customer-focused, service-oriented, and enjoys helping partner and customers.
• An expert diagnostician/troubleshooter who digs deep to find and address root cause.
• A critical systems thinker who is equally comfortable around hardware and software.
• Acutely aware of downtime implications in SLA’s and willing to go the distance to solve problems when needed to maintain high-availability systems.

To apply, please visit the Careers page on the Radisys Website: www.radisys.com/careers