Senior Network Engineer

Role Summary

We are seeking a skilled Technical Support Specialist to join our team. As part of a Global Customer Technical Support team, this role provides post-sales support to Customers and Partners globally. Supporting the customer/partner is done through diagnosis and troubleshooting software and hardware problems and aiding with product applications and/or use cases.

Key Responsibilities

• Communicate with customers by listening to and understanding their problem, then clearly explaining detailed technical information.
• Ask customers targeted questions to quickly understand the root of the problem.
• Diagnose & troubleshoot technical issues in an expedient manner.
• Track issues through to resolution, within agreed time limits.
• Escalate unresolved issues to the appropriate next level/internal teams.
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide technical solutions.
• Lead troubleshooting & brainstorming discussions.
• Deliver workshops to both local and global teams - customer presentations to senior technical personnel and management.
• Ensure all issues are properly logged – following case management process.
• Prioritize and manage several open issues at one time.
• Follow up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided.
• Identify areas of improvement whether in processes, procedures, or tools.
• Document technical knowledge in the form of knowledge base articles and/or submit documentation opportunities.
• Create and deliver product knowledge sharing sessions to the respective regional team.
• Communicate with Sales Team to ensure timely updates for any critical issue.
• Work with the Engineering team to assist with documentation.
• Perform activities (reproduce the issue when required).

Requirements

• Minimum 3+ year experience in a technical role aligned to the same field with customer support experience KVM Experience.
• Ideal candidate would have served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET/C#, Restful APIs, micro-services, cloud computing etc.
• Bachelor's degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification or a diploma from a technical institute.

Benefits

• Great opportunity to develop your skills and experience in a dynamic environment.
• Collaborative team environment.
• Opportunity to work with cutting-edge technology.

Other Information

• Knowledge and Skills Required:
  • Understanding of networks.
  • CCNA or equivalent knowledge.
  • 4G-5G.
  • AAA.
  • Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat.
  • Deep knowledge of supported Linux/Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles.
  • Deep knowledge of product software and hardware. Can use scripts/tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version.
  • Advanced understanding and experience of networks, firewalls, protocols.
  • Knowledge in tracing and troubleshooting high-level protocols and traffic.
  • Extensive understanding and experience of virtualization & cloud concepts, properties, and technology, as well as detailed skills in major industry standard technology specifics. Knowledge of models like SaaS, PaaS and IaaS.
  • Good understanding of technology infrastructure, security concepts and platforms.
  • Strong understanding of networking (specifically IP related technologies).
  • Good understanding of virtualization & cloud concepts.
  • Able to install, configure, and/or operate network equipment such as Cisco, Juniper, or other network hardware manufacturers.
  • Scripting and some programming.
  • Ability to configure and troubleshoot problems - logical thought process.
  • Good problem solving investigative and multi-tasking skills.
  • Ability to communicate with customers presenting technical information either verbally or in written format.
  • Focus to detail and can follow defined processes/procedures.
  • Technical acumen and able to identify when escalations are required.
  • Autonomy – increases technical knowledge by attending self-studies to bring value to the organization.
  • Organization and prioritization abilities.
  • Good computer skills in MS Office.
• Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product.
• Great collaborator.
• Good CSAT and customer feedback.