Remote Network Support Engineer

Summary

Join a pioneering force in network automation! As a post-Series B company, we're expanding rapidly across Europe, the U.S., and beyond. We're looking for support engineers who are also network and troubleshooting experts, eager to handle complex challenges and contribute to our growth.

Requirements

• Network Engineering Experience: 2-3 years of experience in network engineering, with hands-on experience in designing, implementing, and operating networks (Cisco, Aruba, CheckPoint, Juniper, F5, Fortinet, Extreme, Arista, Brocade, SD-WAN)
• Technical Expertise: Deep understanding of network configuration files, routing, switching, forwarding, and transmission protocols
• Customer Interaction Skills: Proven experience in customer interaction with strong written and oral communication skills in English
• Problem Solving Under Pressure: Ability to maintain composure and resolve issues in high-pressure situations
• Linux & Virtualization Knowledge: Advanced knowledge of the Linux operating system and server virtualization technologies (VMware, HyperV, KVM, AWS)
• Scripting Skills: Basic proficiency in bash and python scripting

Responsibilities

• Proactive Communication: Maintain timely and clear communication with customers and internal teams, ensuring issues are resolved efficiently
• Independent & Collaborative Work: Operate both independently and as part of a team to tackle challenges and achieve team success
• Issue Triage: Effectively prioritize and manage incoming issues to ensure swift resolutions
• Advanced Troubleshooting: Conduct in-depth debugging and troubleshooting to resolve complex customer-reported issues
• Customer De-escalation: Skillfully de-escalate situations where customers are frustrated, turning challenges into opportunities for customer trust-building
• Engineering Collaboration: Collaborate closely with engineering and other customer-facing departments to ensure seamless issue resolution
• Process Improvement: Continuously seek ways to enhance customer communication and support processes
• Documentation & Knowledge Sharing: Assist in creating and maintaining a robust knowledge base to empower both customers and internal teams, working with Customer Success to formalize
• On-Site & Remote Debugging: Provide real-time debugging sessions with customers, both on-site and remotely, to mitigate issues swiftly
• Platform Testing: Actively participate in testing our platform to ensure its robustness and reliability
• Tool Maintenance: Maintain and enhance our troubleshooting tools, ensuring they meet evolving customer needs
• Product Enhancement: Collaborate with the product team to suggest improvements based on customer feedback and your hands-on experience
• Escalation Management: When necessary, co-create an escalation management plan with Customer Success to ensure specific situations and/or customers have a robust strategy to mitigate

Benefits

• 25 days of paid time off
• Anniversary Rewards
• ClassPass Wellness Program
• Competitive Commission Structure
• Health, Dental and Vision Insurance
• Employer-matched 401(k) plan