We currently have a vacancy for a Customer Support Engineer.
- Who are we?
- Organization
- The MetaSwitch Customer Support Team
- What will you be doing?
- What are we looking for?
- What do we offer?
- What is the selection procedure?
- How do I apply?
Who are we?
Data Connection is an internationally renowned computer technology company specializing in the exciting world of telephony and data communications. Our leading-edge software and hardware products are used by some of the biggest names in the telecommunications and IT industry, such as Microsoft, Cisco, AT&T and Sprint.
MetaSwitch is a division of Data Connection and was founded with a vision to simplify the delivery of next generation voice services, building seamlessly on existing networks. We are now one of the leading providers of next generation telephone switching systems to North American service providers, with more than 400 customers.
As well as providing our customers with world-class products and services, we pride ourselves on providing our employees with an excellent work environment and outstanding benefits. Our success is based on our ability (and dedication) to recruit outstandingly talented individuals, and train and develop them into world-class business men and women. As a company, developing the skills and talents of our people is at the heart of what we do.
Data Connection started in 1981 and we have grown from the seven founders to more than 450 people, retaining the flexibility and vibrancy of a small organization. Our head office is in Enfield (on the edge of North London, UK), and we also have offices in Chester and Edinburgh in the UK, and Alameda (CA), Reston (VA), Dallas (TX), Boston (MA) and Tampa (FL) in the US.
We are a remarkably stable and profitable organization, with both revenue and profit increasing in every year since the company was formed. In our last financial year we achieved a profit of $22M on a revenue of $118M. North America is our most important market, representing more than 90% of our total revenue.
Organization
Data Connection is a growing, vibrant company with an ever-changing and evolving structure. Our organization currently consists of
- a division marketed under the Data Connection name
- a separate business division marketed under the name of MetaSwitch (MSD)
- service functions which support the divisions and include
- accounts
- computer facilities
- office services
- documentation
- personnel administration
- recruitment
- secretarial services
- community affairs.
The MetaSwitch Customer Support team
The MetaSwitch Customer Support team is a vital part of the overall MetaSwitch organization. The Customer Support team has played a key role in the successful deployment of MetaSwitch equipment to provide next generation voice services in 300 carriers' networks. Our customers have consistently reported the exceptional quality of MetaSwitch's customer support as one of our key differentiators.
The team is a combination of
- industry veterans with a vast range of experience in suppor
- engineers that previously worked in the product development team and in many cases wrote the software that they are now supporting.
The Customer Support team works closely with our customer base to assist them with design, implementation and troubleshooting of deployments involving a wide range of MetaSwitch and partner products. Our Customer Support Engineers are high caliber engineers who act as a customer's primary technical contact and technical representative within MetaSwitch, ensuring that all of their needs are met. In North America alone, we have more than 30 Customer Support Engineers, working in small regional teams.
MetaSwitch's customer base continues to grow, and therefore we are expanding the MetaSwitch Customer Support team in North America.
Customer Support Engineer positions are available both at our offices in Alameda, CA and Reston, VA and for applicants working from a home office anywhere in North America.
What will you be doing?
After an initial training period, successful candidates will become a full part of the MetaSwitch Customer Engineering team, working with customers on a wide range of tasks, including
- providing technical assistance on MetaSwitch products and related technologies
- assisting with turn up of new services, and migration of existing services from legacy platforms
- assisting with resolution of any defects found in MetaSwitch and partner equipment
- maintaining regular communication regarding all aspects of their MetaSwitch deployment
- providing feedback to our Engineering and Product Management teams
- traveling occasionally to customer sites, as part of these responsibilities.
We believe firmly in hands-on training, so the successful candidate will very quickly find themselves working directly with our customers on large, complex projects that are vital to their business success.
What are we looking for?
For this position, we need someone who has
- a strong record of working in the Telecoms industry, preferably in a technical support capacity
- an aptitude for understanding and solving complex problems
- energy, enthusiasm, versatility and creativity
- excellent communication and interpersonal skills.
What do we offer?
Our packages are above the normal range to ensure that we attract candidates of exceptional quality. We will offer a very competitive starting package of $70k to $90k and possibly more (depending on the qualifications and experience of the person appointed).
Salaries are reviewed regularly on the basis of performance; we believe that we are one of the few companies who really do pay employees in accordance with their contribution. This claim is strengthened by our policy of profit distribution. The company is privately held by top-tier investment firms Francisco Partners and Sequoia Capital, together with the Data Connection Employee Benefit Trust (EBT), which distributes a share of profit to all employees, equitably rewarding them for their contribution (based on a rigorous assessment of individual performance), and encouraging long-term commitment. In addition, the company operates an employee stock option plan which further provides ownership incentives to each and every one of our people. This means that there is exceptional potential for the right candidate to increase their remuneration over time.
Annual profit share is guaranteed to be a minimum of 7.5% of salary, provided the company is sufficiently profitable (which we have not failed to be in 27 years).
In addition, all employees benefit from the following benefits 'package,' which is a combination of what you would expect from a modern, well-managed organization - along with one or two specials of our own.
- We provide excellent retirement benefits (10% of salary contributed by the company into your retirement fund), short and long-term disability insurance, private medical and dental schemes.
- Employees receive three weeks' paid holiday in the first 12 months, rising to four weeks' paid holiday (pro-rata) for the second and subsequent years, as well as public holidays.
- There are also regular company outings to relax (in 2006 we visited the sun and sights of Rome, and in Spring 2008 we went skiing in Courchevel, France), in addition to local events for the US offices (for example, going to a nice restaurant, a baseball game, or even a weekend away in the wine country).
In terms of personal development, we offer the opportunity to do an interesting and demanding job in a well-managed and very successful company. Despite being established for over 27 years, we are a young, dynamic organization with an outstanding record of getting the best out of people - which is why our staff retention is exceptionally high.
What is the selection procedure?
Recruitment at MetaSwitch is designed to be thorough and tough, yet informative and friendly.
Firstly you will have a telephone interview with one of the managers in our Customer Support Team. This will give you an opportunity to find out more about the role and find out whether you are suited to MetaSwitch. If successful, you will then normally be asked to come for two visits. The first will be a half-day interview at either our Alameda or Reston Office when you will be asked to complete a number of short exercises. If you are successful, we will invite you over to our Head Office in London, UK for a full day session to meet more people, including one of our Chief Executives, and complete further exercises to assess your suitability for the role.
How do I apply?
To apply, please send a comprehensive resume (including all academic grades) to our email address . If you have any further questions or queries, please contact Kay Crosbie at the same email address.
We look forward to hearing from you.