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.
Provide Tier 3 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.
English fluency both written and spoken
Strong experience supporting enterprise IP networks.
Very good knowledge and understanding of TCP/IP
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)
Juniper product knowledge is a plus
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
Nice to have
Knowledge of UNIX/Linux operating systems
CCIE / JNCIE certification
Ability to analyze packet captures
Excellent client-facing skills