Technical Support Engineer

Customer Service and Support
Tech Support Engineer
(Member Technical Staff)


Westford, MA

 

Tech Support Engineer (Member, Technical Staff) Sunnyvale, CA

Support our M-series, T-series, and J-series products, working directly with our customers and partners. Work with highly knowledgeable group of customers and as escalation point for other TAC groups within the organization. Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab. Provide technical expertise and guidance during testing, deployment and operational phases of networks. Manage critical customer issues and facilitate communication between customers, escalation, and engineering. Be a customer advocate for timely resolution of issues and for problem reproduction and escalation. Document and reproduce customer related networking problems, and if necessary coordinate fixes by engineering department. Develop technical specialties and prepare technology white papers on these areas. Participate in cross functional tasks such as new product development projects, support readiness teams, KB and other documentation activities. Help improve processes and tools.

Requires B.S. in electrical engineering or computer science and 3-4 years of experience supporting large IP networks. Routing and routing-protocol experience required, with strong transferable skills in other networking disciplines. Strong IGP and BGP skills are required. Strong communication and interpersonal skills, with a passion for the Internet, and related new technologies are required.

Experience in supporting large scale ISP customers and experience with MPLS, VPNs, and knowledge of C and scripting are pluses.