More than 10 years in the telecommunication and network security industry, mainly for Qosmos (Division of ENEA) the leader in Deep Packet Inspection (DPI) and traffic analysis. I have experienced multiple aspects of a software company, from QA engineer to Expert Engineer Customer Support and finally Technical Account Manager. Strong technical background associated with great communication skills and dedication allowed me to establish strong and long-lasting relationships with numbers of international customers, including C-level executives from Tier 1 companies and governments.
Qosmos leads the market for embedded Deep Packet Inspection (DPI) and network intelligence technology used in physical, SDN and NFV architectures. The company supplies software to vendors who embed real-time application awareness in their products for traffic optimization, service chaining, quality of service, analytics, cybersecurity and more.
Technical support (all levels) for international customers
Internal and external training on new products/features
Supports the Pre-Sales Engineer during product evaluation
Support Phase
Assists customers with their issues, reproduce, qualify and provide a patch to R&D team.
Provides back-line support to Field Application Engineer ensuring timely and effective problem resolution.
Accompany customers during evaluation period
24/7 customer support (on-call engineer)
Escalation management. Daily status reports and customer meetings
Project Phase
Provide training to customers regarding Qosmos products
Helping them during deployment phase
Worldwide on-site technical assistance/troubleshooting/training/integration: Silicon Valley, California (7 months) Tokyo, Japan (3 months) Athens, Greece (3 months) Bern, Switzerland
