The Technical Support Engineer will support client products from a major network infrastructure manufacturer, working directly with the partners and customers.
The Engineer will work with a highly knowledgeable group of customers and act as an escalation point for other groups within the organization.
 

Responsibilities:

• Provide L1 and L2 Support for VARs, Distributors, service providers, enterprise customers, and end-users via telephone, e-mail, and web.
• Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab.
• Manage critical customer issues and facilitate communication between customers, escalation, and engineering.
• Participate in cross-functional tasks such as new product development projects, support readiness teams, KB, and other documentation activities.
• Provide on-site support for customers when needed.

Skills:

Must have:

• English fluency both written and spoken.

L1 requirements

• From a technical college or university with networking, security, programming, and NFV experience, like Engineering or Computer Science Degree preferred.
• Associate network knowledge (or higher) preferred - JNCIA (CCNA) or ability to achieve this within 6 months.
• Eager to learn technology, interest in programming and scripting.
• Network fundamentals including routing, switching and security technologies.
• Excellent team player.
• Strong problem-solving skills.
• Knowledge in IP networking in layers 2-4(TCP/IP, Ethernet, VLANs, VLAN stacking QoS, STP, RSTP, OSPF, RIP, VRRP, IGMP, MPLS, Multicast routing protocols).
• Excellent Communications and Interpersonal Skills required, with a passion for the Internet, its growth, and related new technologies.
• Ability to learn and integrate new technologies in a fast-paced environment.

L2 requirement:

• L1 requirement.
• 2-3+ years of experience in a support role (field engineers or as technical support engineer).
• Experience mentoring junior team members.
• Achieved a minimum of JNCIS certification and preferably JNCIP (CCNP or eq.) level certification.
• Working experience with traffic generators and network protocols analysis tools.
• Presentation skills.
• Strong problem-solving skills, applicable to large and complex network scenarios.
• Proven escalation management and leadership skills.
• Able to multitask when several critical issues happen simultaneously.

Nice to have:

• Knowledge of UNIX/Linux operating systems.
• Good understanding of TCP/IP.
• Ability to analyze packet captures.
• Excellent client-facing skills.