Tier 2 Technical Support Engineer for Harmonic (offline)

Project Description:
Harmonic is a leading provider of innovative broadband solutions that deliver video, voice, and data to telecom providers around the world.
Harmonic EDGE team works on developing the industry’s first software-based CCAP solution (“CableOS”). This solution allows cable operator companies to deliver the IP-based data, video, and voice services to millions of customers.
GlobalLogic team is involved in development, manual and automated testing, as well as in solution integration at customers’ head.

We Offer:
- Opportunity to work in the team of domain professionals promoting high working standards.
- Experience in support of world-leading Cable Operators and Multiple-System Operators (MSOs) across the globe.
- Comprehensive training in areas of Digital Video, DOCSIS, Networking.
- Hands-on experience in development, maintenance, and support of modern embedded systems (Linux-based).
- Work with cutting-edge networking solutions employing the latest NFV and SDN technologies
- Work in multicultural development and support teams spread across continents.
- Visits to customers in Western Europe and the USA for troubleshooting complex technical support cases and performing system integration activities

Job Description
1) Experience with support of Linux based operating systems.
We expect that you know:
- how systemd works (systemctl, journalctl)
- main networking tools (ifconfig, netstat, iptables)
- how to work with a file system (fsck, fstab, mount, lsblk)
- how to identify and troubleshoot performance issues on the system
- basic bash scripting (while, for, sed, awk, timeout, printf)

2) Experience with support of networking environment.
We expect that you:
- have good experience with tcpdump and wireshark
- know the OSI model with a detailed description of each layer
- have good DHCP understanding (messaging, relays, optional fields)
- know on the basic level main routing protocols (OSPF, BGP, EIGRP)
- have a good understanding on how packets/frames traverse the network (MAC tables, ARP, encapsulation/decapsulation)
- have a basic understanding of IGMP + PIM

3) Experience in customer support/product support activities:
- good spoken English (you don't have issues with holding long technical discussions)
- deep cooperation with R&D department

Would be a plus:
- Experience with Salesforce / Jira / Confluence
- Knowledge of Zabbix / Grafana
- Experience with PostgreSQL / Prometheus
- Python scripting (telebot, pyzabbix)
- Black-Box testing
- Experience with Pacemaker / RabbitMQ / GlusterFS
- Understanding of DOCSIS

Job Responsibilities
- Be responsible for providing technical support (mostly tier 2) in assigned product areas to Harmonic’s regional customer support engineers and, when necessary, customers who are diagnosing, troubleshooting, repairing and debugging complex system problems involving Harmonic and associated equipment;
- Work closely with Tier 1 Support on technical support cases of various complexity;
- Work closely with SW Engineering, HW Engineering, QA and Customer Integration teams in order to troubleshoot complex customer scenarios;
- Coordinate both hardware and software upgrades to the existing Harmonic customer base;
- Participate with Engineering and Marketing in product-focused bug reviews to provide Customer Support input on severity and priority in the customer’s environment.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a leader in digital engineering. We put people first. As part of our team, you will grow, be challenged, and expand your skill set working alongside highly experienced and talented people.

In Ukraine, GlobalLogic is:
- one of the TOP-3 largest IT companies
- 6,000+ professionals
- 90%+ of our projects involve complex R&D
- fully autonomous offices are located in Kyiv, Kharkiv, Lviv, and Mykolaiv, along with 10 temporary mini-offices across Ukraine

What is GlobalLogic in numbers:
- 29,000+ engineers
- 20+ countries
- 500+ active clients
- 50+ product engineering centers
- Headquartered in Silicon Valley

Company website:
https://bit.ly/GlobalLogic-Ukraine

DOU company page:
https://jobs.dou.ua/companies/globallogic/