Support Engineer

• Deliver post-sales technical support for Lentronics/JPAX/JMUX products via phone, email, and remote diagnostics
• Diagnose, troubleshoot, and resolve hardware, firmware, and configuration issues on multiplexers, Ethernet interfaces, teleprotection channels, and SCADA transport links
• Support customer field repairs, RMAs, and product replacements—ensuring minimal system downtime and clear communication throughout the process
• Document cases and solutions in Salesforce (SFDC) and contribute to internal knowledge bases
• Collaborate with engineering, product management, and sales teams to escalate and resolve complex issues
• Support product updates (firmware/hardware), configuration tools, and assist customers during system upgrades or migrations
• Participate in field deployments and site support (remotely or on-site) when required
• Provide technical training and best practices to customers, partners, and internal stakeholders
• Maintain expertise in TDM, PDH, and Ethernet over SONET/SDH networks, teleprotection signaling, and synchronization protocols

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