Customer Engineering Team

Check out our career opportunities at www.cambiumnetworks.com/careers

This team very closely work with R&D team to solve customer issues.

Candidates with good understanding and hand-on troubleshooting experience in networking such as networking devices, networking protocols and WIFI/MW products.

Primary Skills:

· Excellent communication and written skills

· In-depth understanding of core networking concepts, Layer 2 & Layer 3 frame formats and protocols such as ARP, DHCP, DNS & STP

· Logical understanding of packet trace based on the technology [WIFI/ MW], Switching

· Ability to analyse packet captures and use tools such as Ping, Traceroute, Wireshark etc...

· Hands-on experience on Active directory, DNS, DHCP and Wireless equipment

· TCP/IP – thorough understanding and clear explanation about windowing/handshake mechanism

· Thorough understanding of IP Addressing, Subnetting, VLAN, VTP, 802.1q, STP is required

· Good troubleshooting approach (from Level 1 to 7 of OSI).

· Work from CLI, GUI and/or CMD prompt interface to resolve customer issues

· Use ARP tables to verify L2 and L3 mapping, MAC to IP interfaces in wireless/wire line network

· Good knowledge in wireless LAN Controllers, Access Points and AWS platform, 802.11 and EAP transaction [For WIFI]

· Good understanding of 802.11 standards, 802.1x, Guest portal, PKI, VPN. [For WIFI]

· RF fundamentals, Frequency basic, Channel Bandwidth, Modulation schemes, Transmission Methods, Microwave propagation (Factor’s, LOS, Fresnel zone, FSPL, Fading) [For MW]

· Link Budgeting and planning [For MW]

Job Description:

 · Deliver high-quality technical assistance to customers via phone Call, remote session, email, and Chat support

· Receive, investigate, resolve, track, or dispatch trouble tickets in a timely manner.

· Work with the engineering team to identify "bugs" and duplicate unknown issues raised via customer feedback.

· Timely handoff (escalation) of cases that require advanced technical investigation

· Generate clear and concise documentation in the form of case notes, technical tips

· Contribute to the knowledge base by creating KB articles

· Maintaining internal and customer communication during the ticket resolution

· Work closely with Engineering teams internally on larger networks and more complex issues

· Identify customer problems/issues and assist customers to resolve issues while consistently providing a great Customer Experience

· Manage and maintain high level of CSAT

· Identify and reproduce customer technical problems in a test/lab environment

· L2 engineers to mentor newly hired support engineers and peers in technical areas of specialty.

· Actively participate in training and improve product and process knowledge

· Rotational shifts – 24/7