Customer Technical Support Professional

Type / Type d’emploi
Regular Full-Time
Category / Catégorie
Information Technology
Job ID / Numéro d'identification d'emploi

Summary / Emploi Aperçu

Technicolor, a worldwide technology leader in the media and entertainment sector, is at the forefront of digital innovation. Our world class research and innovation laboratories enable us to lead the market in delivering advanced video services to content creators and distributors. We also benefit from an extensive intellectual property portfolio focused on imaging technologies. Our commitment: supporting the delivery of exciting new experiences for consumers in theaters, homes and on-the-go.

Responsibilities /Responsabilités

This Customer Technical Support Engineer position is for an individual trained and experienced in broadband access technology. This position is in the Customer Technical Support group of the Technicolor Connected Home Division. The Division is headquartered at Technicolor’s offices in Indianapolis, Indiana and Atlanta, Georgia USA. The position could be located at Technicolor future Greenwood Village office (or at a Connected Home Customer Site in Denver area.)


The position primarily involves providing technical support and presales support to cable customers. This customer purchases our broadband cable modems and gateways in large volumes, then use these in-home ‘boxes’ to provide data, voice and video services to their subscribers. This person will be specialized in our Modem and Gateway products, and instrumental in all aspects of day to day customer technical support with our customer. Position interacts directly with operator test, evaluation, installation and network management engineers and technicians, as well as Technicolor's product development communities. 


This role is critical as it involves direct daily interaction with our customer’s technical resources at all levels, as well as interaction with other CTS team members and Technicolor marketing, sales, product management and development communities. This person will support customer pre-sales technical aspects and technical issues as well as troubleshooting during customer product certifications, field trials, deployments, and day to day field issues involving our broadband access products.


Position may require 20% travel outside of the Denver area - usually trips of several days or less for training or troubleshooting at another customer site, but sometimes extended stays of up to two weeks during customer acceptance testing cycles.



This position involves close contact with customer representatives who exert great influence over our customers' purchasing decision-making for our products.

Qualifications / Qualifications

The Ideal Candidate:

  • Ability to communicate with technical and nontechnical customers.
  • Has had broadband communications engineering technology training with a focus on access networks communication via cable television infrastructures.
  • Has deep technical understanding of how data, voice and video services are securely delivered via telephone and cable networks.
  • Has diverse system level knowledge of protocols and practices used in systems providing VoIP and DOCSIS telephony/broadband services.
  • Has experience troubleshooting issues involved with the many broadband system elements that interact with our in-home products.  Is proficient in use of diagnostic test & troubleshooting tools (MIB browser, telnet and other common diagnostic apps, spectrum analyzer, packet sniffer, config file creator, BCG, VQT etc.)
  • Has 3 or more years prior recent technical experience in a similar position with a broadband services provider or broadband services equipment manufacturer.
  • Has excellent oral and written communications skills.  Is proficient in use of Microsoft Office personal productivity applications.
  • Has hands-on experience installing and configuring both CPE and back end broadband system elements.  Has experience troubleshooting tech issues involving the broadband protocols and technologies embedded in our products such as IPv4, IPv6, WiFi, HNAP, MoCA, TCP, UDP, ARP, DHCP, SNMP, TR-069/CWMP, TFTP, FTP, HTTP, ToD, IPSec, SIP, NCS, DNS, CODECs and POTS.
  • Has a Telecommunications or Computer Engineering degree.
  • Has a deep understanding of cable/telco standards specifications.
  • Has previous experience with Technicolor broadband cable product(s).
  • Has previous experience working with Technicolor broadband customer(s), In particular Cable (Comcast/Time Warner/Brighthouse). ​  


Technicolor is an equal opportunity employer. Applicants are considered for employment without regard to race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state or local law.

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