Overview & Responsibilities:

  • Maintain ownership of technologically complex customer issues from initial communication to resolution.
  • Cross-functional facilitation as needed, to quickly rectify critical customer issues.
  • Act as technical lead and role model to a team of engineers; mentor new support engineers, provide direction, review solutions and articles, etc.
  • Develop and provide technical training to support engineering team in order to strengthen working knowledge of pre-released products and devise ideas for improvement in key product areas.
  • Utilize real-time support lab environment to replicate, analyze, test, and solve customer issues.
  • Provide team with detailed accounts of software concerns and customer suggestions.
  • Author technical articles, sample scripts, and diagnostic principles designed to improve product knowledge and supportability for both internal and external audiences.
  • Employ the use of monitoring tools for customer deployment to observe, triage and track customer reports.
  • Possible Participate in on-call rotation


Required Experience & Skills:

  • B.S. in Computer Science, Computer Engineering, or other equivalent degree/experience
  • 3+ years of relevant experience in Technical Support, Professional Services, Technical
  • Account Management, Customer Success, or DevOps
  • Solid hands-on working knowledge must include a combination of:
  • Networking – Firewalls, Routing/Switching/VLANs, Proxies/ Load Balancers, TCP/IP,
  • WAN & LAN Protocols, DHCP, DNS
  • Linux
  • Read and analyze network traces; wireshark, tcpdump, HAR
  • Virtualization and containers – VMware, Hyper-V, Docker
  • Cloud knowledge – AWS, Azure
  • Logging systems – Logstash, Elasticsearch, Kibana
  • Scripting with Python
  • Exceptional customer service, troubleshooting, and problem solving skills
  • Ability to thrive in a high energy, dynamic team environment and interact with cross-functional groups
  • Excellent communication skills, both written and verbal
  • Networking certifications CCNA, CCNP, CCIE, CISSP, AWS certs or JNCIP and QA experience a plus