Support Engineer

What We Need

A Technical Support engineer working a shift from 11:00am ET (8:00am PT) to 8:00pm ET (5:00pm PT) who will work with our valued customers to address their complex post-sales concerns where analysis of problems and data requires an in-depth evaluation of many factors in customer networks. We’re looking for a critical thinker who understands the methods, techniques, and evaluation of software and networking technologies. CCNA-level networking skills are required.

The Impact You’ll Make

You will help our customers troubleshoot the NetBrain platform in their unique network environment and assist with identifying network and software issues while ensuring consistent customer satisfaction. At the same time, you will gain exposure to many enterprise-level networks from a variety of clients and will have the opportunity to learn an evolving set of technologies from NetBrain and other industry leaders.

What You’ll Do

• You will work on individual support cases. Follow guidelines to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers via phone, email, and web.
• Ensure customer issues are recorded, tracked, resolved, and customer follow-ups are completed in accordance with SLA.
• Hold online customer support meetings to troubleshoot routine network and software issues.
• Collaborate with our international support team to deliver solutions to customers in different time zones.
• Collaborate with internal teams, such as Development, Sales, Quality Assurance, and Services Engineering, to ensure a positive customer experience.
• Contribute technical knowledge our growing customer facing Knowledge Base.
• Participate in on-call rotation to provide after-hours support.
• Collaborate with subject matter experts of different modules to find solutions to issues.  
• Contribute technical knowledge to our growing customer facing Knowledge Base

Your Qualifications

• Bachelor’s degree Computer Science, Telecommunications, Information Technology or a related subject, or equivalent experience
• 2+ years of software or network technical support experience
• CCNA or equivalent Network Certifications required, CCNP preferred
• Working knowledge of major vendor’s router, switch, and Firewall configuration and troubleshooting commands (Cisco, Juniper, Extreme, F5, Palo Alto, Checkpoint)
• Experience in routing and switching (OSPF, EIGRP, BGP, VLAN, STP)
• Experience with security (IPsec, SSL-VPN, NAT, GRE)
• Knowledge of cloud Architecture (AWS/Azure), certification a plus
• Experience with basic Windows and Linux system administrative tasks
• Light scripting experience with Python, Perl, or Ruby and an automation mindset
• Able to work West Coast business hours
• Canadian Citizen is a plus