Principal Customer Success Engineer Lead

This is your opportunity to join the Vecima team - broadband pioneers in Distributed Access Architecture (DAA), DOCSIS technology leaders, and global market share leader in Remote MACPHY and Remote Optical Line Terminals.

Vecima has launched a highly differentiated, fully interoperable virtualized Cable Modem Termination System (vCMTS), the engine of broadband access networks today and for the future. Featuring an open, cloud-native design, the Entra vCMTS is fully containerized and dynamically scalable for operators of every size at market-leading densities. It represents Vecima's legacy of innovation and our commitment to providing open, flexible, and interoperable solutions that address the evolving and pressing needs in the market.

Recently selected by Cox Communications to power its next-generation broadband network, the Entra vCMTS is positioned for growth. We need talented, committed Customer Success Engineers to work alongside Vecima and Cox Teams on-site at Cox Communications' Atlanta facility to help us deliver and support this innovative platform.

Position Summary:

As a Principal Customer Success Engineer Lead at Vecima you will be responsible for taking leadership and ownership of customer lab integration and verification, product qualifications, field trials and deployment of Vecima Entra DAA solution. You will lead a team of customer success engineers that execute the customer field trials, and deployment of Vecima vCMTS. You will collaborate with the customer to design, and lead in executing the vCMTS field trials. You will work with customer to model the networking environment with Vecima vCMTS platform to support their deployment use cases. You will identify, troubleshoot and resolve customer issues together with Vecima 24/7 support team.

Duties include (but are not limited to):

• Leading customer success or technical support engineers, providing guidance, training, and mentorship.
• Manage escalations, prioritize technical issues, and ensure team members handle customer issues effectively.
• Explain complex technical concepts to non-technical stakeholders.
• Write clear, detailed reports and technical documents for both internal and external stakeholders.
• Technical ownership of executing customer field trials and deployment of Vecima vCMTS solution.
• Assist the customer with their lab integration, testing and qualification of the Vecima vCMTS solution.
• Perform remote and onsite product configuration, upgrade, and validation services.
• Examine, identify, and address customer concerns and issues promptly and escalate for help if necessary.
• Work closely with customer to replicate and resolve production issues impacting their subscribers.
• Replicate potential defects in the lab, work closely with Product and Development to provide software fixes.
• Create detailed customer installation and system integration documents for customers and internal stakeholders.
• Coordinate with the Vecima internal product, engineering, and sales teams regarding the customer expectations.
• Educate the customer teams on the Vecima system's operations, troubleshooting, and debugging techniques.
• Help customers in collaboration with Vecima's 24/7 technical support team.
• Provide regular and effective progress updates and work closely with management on case escalations.
• Effective communication at all times including status updates, and explanations of highly technical subject matter.
• You will be the Subject Matter Expertise on the Vecima Solution at the customer site.

Position requirements:

• This position requires you to be located in Atlanta, GA and be on site at the Cox Communication facility on an ongoing basis.
• Experience leading customer success or technical support engineers, providing guidance, training, and mentorship.
• Must have work experience in the capacity of customer success or support Lead in Cable/Wireline.
• Must have prior experience in design, configuring and troubleshooting DOCSIS networks, CMTS.
• Should have experience in design, configuring and troubleshooting for DOCSIS vCMTS solutions.
• Bachelor's or master's degree in computer science, electrical engineering or minimum 15 years of experience.
• Professional level Networking certification (CCNP, JNCIP, NRS-II).
• Cloud certifications (CKA, Hashi Corp, AWS, Azure, GCP) are a plus.
• Design expertise in Broadband Access technologies (DOCSIS and Networking).
• Design level expertise in IP network switching and routing protocols, TCP/IP stack
• Extensive knowledge of Linux operating system operation and Linux networking
• Strong understanding of virtualization, containers, and Kubernetes is a plus
• Broadcast and broadband video delivery experience is a plus
• Demonstrated commitment to continuous professional development
• Excellent verbal and written communication skills to explain complex technical concepts to non-technical stakeholders.
• Ability to write clear, detailed reports and technical documents for both internal and external stakeholders.
• Ability to manage escalations, prioritize technical issues, and ensure team members handle customer issues effectively.
• Demonstrated ability to work effectively within a Support team and meet tight KPIs
• Engineering background in analytical and problem-solving mindset
• Exceptional ability to work under pressure, managing multiple priority items simultaneously
• Ability to understand technical documentation including Software/Hardware Configuration Guides, schematics, work instructions, test procedures, etc.

At Vecima, everyone contributes and makes an impact. We foster an open, caring, and innovative work environment where creativity and communication thrive. We always strive to be our best and recognize achievements and wins that fuel individual and company growth. Together, we create the breakthroughs that lead the industry forward.

Vecima offers a competitive compensation and benefits package and strives to provide a challenging work environment that can foster skill development and personal career growth for all employees.

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status.

We are fueled by the innovation, leadership, and passion of today's top talent. If you are looking for a challenging and rewarding career, we want to hear from you!

Apply now!