Talent

We know people are the driving force behind every successful business—including ours.

Working at NEA

We continually seek opportunities to expand our network of talented professionals, whether as part of NEA's team of investors and support personnel, or in an exciting role at one of our portfolio companies. Open positions with NEA will be posted as available, as well as a listing of current career opportunities with NEA-backed companies.

In addition, we have a highly experienced team of talent-focused individuals with expansive networks. Find out more about NEA talent resources and tools on our Talent & People Operations Resource Page.  Not logged in? Login or request a Portfolio Company login here.

Venture-backed start-ups are the lifeblood of innovation and job creation

Generating more than $2.3 trillion in annual revenue–18% of the U.S. GDP–and employing more than 10 million Americans, jobs at venture-backed companies are among the most rewarding careers on the planet, and many of NEA's growing portfolio companies have positions available. Check here often to see what exciting career opportunities are available at NEA-backed companies.

  • 2.3 Trillion Annual Revenue
  • 18 U.S. GDP
  • 10 Million Jobs

Connect with NEA

Job Details

Tier 2 Technical Support Engineer at Blue Jeans Network
Bangalore, IN

Roles & Responsibilities

You will work as a Tier2 Technical Support Engineer and will receive service issues escalated up from tier 1 team.

Provide “highest level” global support for our worldwide customer base and resolve technical issues.

Take full ownership of an issue without supervision and handle all the customer communication over e-mail or a call depending on criticality of the problem.

Identify product issue and drive resolution of complex issues. Work closely with the development team to help resolve the product bugs and deliver solutions

Replicate the problem in a controlled test environment to isolate the root cause. Provide full detail in documenting the problem including (when applicable), call logs, screen shots, network traces, etc.

Understand customer setup and offer technical advice with a positive attitude. Offer additional tips, best practices and solutions, related to their service issue, whenever possible.

Maintains a state-of- the-art subject matter expertise (SME) on existing and planned technologies, including related products and services.

Becomes an expert and focal point with all aspects of our service. Train prospects, paid customers and partners on the product applications.

Develop and maintain excellent relationships with our customers and partners, maintaining the highest level of customer satisfaction.

Proactively shares knowledge with internal and external customers, by providing new and updated FAQ solution material.

 

 

Qualification & Skill sets

Typically requires BE/ BTech/ BS in Electronics & Telecommunication or Computer Science or related field.

5+ Yrs of experience  in a customer support, sales engineering, or equivalent role with experience building and managing strong customer relationships.

Strong understanding of H.323 & SIP protocols, RTP/ RTCP, TCP/ UDP transport, IP Telephony & Networking, Firewalls/ NAT traversal/ Proxy setup

Knowledge of Web conferencing, switching/routing protocols, Active Directory, Cloud technology etc. will be a plus

Good to have knowledge on Video Conferencing products & setups such as Cisco/Tandberg, Polycom, Lifesize, VCS/ SBC, Microsoft SFB clients etc.

Strong Communication Skills, oral and written; able to engender trust and respect of peers and customers.

Demonstrated problem-solving ability to assess customer’s network deployments, use appropriate tools to debug complex problem and drive issue to resolution.

Sense of urgency. Escalates product issues when appropriate; maintains a sense of 'problem ownership' to drive all issues to successful resolution. Strives to turn around issues with an efficient and effective approach to the highest of customer's satisfaction.

Capable of juggling a number of priorities and delivering results on time in a high pressure, dynamic environment.

Entrepreneurial, self-motivated and a team player with a sense of humor

Why Blue Jeans is THE PLACE to be?

We have a fun and collaborative work culture— for 2 years running, BJN was voted in the Top 10 - Best Places to Work in the Bay Area. We have over 1000 enterprise customers including Facebook, Stanford University, CBS and Zappos.  We raised $49M from top venture capitalists:  Accel, NEA and Norwest. Our team is composed of rock stars from a blend of industries:  broadband networks, video, media and SaaS.   We live and breathe a can-do attitude with the passion to “get stuff done” with quality. We have fun, eat well and love to compete in table tennis and pool.  


Blue Jeans is an Equal Opportunity Employer