Tier 2/3 Customer Support Engineer

Hackensack, NJ

Job Description

  • Take full ownership and control of an issue without supervision, to develop and maintain excellent relationships with all of our customers and partners, and to help in continuously improving the support service to maintain a high level of customer satisfaction.
  • Interact directly with the Company’s partners and provide Level 2 and 3 technical support.
  • Resolve technical issues in a timely manner.
  • Manage simultaneous customer cases in highly demanding environment and resolve issues using company internal knowledge base.
  • Determine problems and deliver known solutions by translating general directions into specific objectives, priorities, and action steps.
  • Solve problems by adapting previous solutions to fit new conditions.
  • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and record these resolutions for general use.
  • Accurately and completely document problems and solutions on case notes.
  • Use phone/email/video consultation to debug network system problems of increasing levels of complexity.
  • Notify the management team of any potential escalations or complex problems in a timely manner.
  • Maintain interaction with Sales force and Professional Services to insure customer needs are met and growth opportunities are maximized.
  • Night and weekend on-call duty required on a rotating basis.
  • Occasional domestic and international travel


  • Bachelor’s degree in electrical engineering, computer science or a related field preferred. In lieu of formal education, candidates must have a minimum of 5 years of directly applicable, progressively responsible experience in a technical environment enabling the learning of the requisite knowledge, skills and abilities.
  • 2 years in one or more of the following functions within an IT Vendor, Network Services Provider, VAR or Systems Integrator: Training, Technical Support, Customer Service, Field Service, Technical Operations, Help Desk or Professional Services.
  • Technical knowledge of 2 or more of the following required: Network Equipment, Digital Video Products, Videoconferencing applications, Operating Systems.
  • Knowledge of IP Networking, including routing protocols and VoIP, SIP, H.323, videoconferencing applications.

A Plus

  • Any of the following certifications or equivalent hands-on experience is an advantage:
    • Cisco certification of at least a CCNA
    • Microsoft Certified System Engineer (MCSE)
    • Knowledge of Digital Video products (MPEG4, H.264).
    • Knowledge of SIP and H.323 , switch & router configuration.
    • Experience in LAN networking including in-depth knowledge of TCP/IP protocols

Please forward your resume to careers@vidyo.com.  Reference Tier 2/3 Support – NJ in subject line.