The Support Engineer will work closely (and deliver technical support) with direct customers, channel partners, and engineering teams to reach resolution on reported issues via email and phone. This includes post-sales support, understanding customer needs, creating technical case, conducting customer issue replication, building proof-of-concept, and assisting in configuration and testing. Establish good relationships with regional sales managers, engineers, and product marketing. Develop application notes, whitepapers, and case studies for enhancing brand image and real application usage. Participate in partner conferences and technical certification events.
Bachelor’s degree in Computer Science/Engineering or Electrical/Electronic Engineering.
5+ years of experience in a customer support or product support role
Works independently to define problems and deliver solutions with a high level of customer satisfaction.
Ability to debug broad, complex unique network topologies with mixed media protocols.
Understanding of wired and wireless networking network fundamentals (e.g. TCP/IP, Ethernet, IP Addressing/Subnetting, etc.)
Strong Layer 2 & 3 switching platform knowledge and hands-on experience
Well-versed in DHCP, SNMP, multicast, STP/RSTP, VLAN technology
Experience in Routing Protocols OSPF, RIP, IGMP Snooping, PIM-DM
Experience in NAT 1-1, N-1, Port Forwarding, and VPN IPSec Tunnels
Knowledgeable with troubleshooting and hands-on for routing & switching
Experience and ability to troubleshoot Linux and Windows operating systems
CCNA certification required
Skilled in using diagnostic tools such as Wireshark
Able to communicate regularly with product marketing, sales, engineering regarding project status, technical issues, and customer feedback.
Proficient in Microsoft Office (Outlook, PowerPoint, Excel, and Word).
Must be authorized to work in the U.S. without Visa sponsorship.