Customer Care Engineer (Technical Support Engineer)

What you'll do:

As a Customer Care Engineer (Technical Support Engineer) for our Support team, you will be responsible for providing world class post-sales customer support and technical leadership to our client base.

Responsibilities:

• Providing triage, prioritizing, and resolving technical issues for our top customers.
• Identifying s/w bugs, recreate customer issues, and test/verify versions with s/w fix.
• Working with Forward Engineering teams to resolve customer issues.
• Escalating unresolved issues in a timely manner and maintaining direct communications with all stakeholders.

Requirements:

• 3+ years of technical customer support experience.
• Experience working at a technical support center assisting a variety of customers.
• Ability to cover NAM EST time zones
• Participate in after hours on-call rotation

Experience:

• Strong understanding of fundamentals in Networking, Cloud or Security
• Strong written and interpersonal communications skills
• Excellent analytical & problem-solving skills, combined with the ability to provide quick resolution to problems
• Experience supporting a multi-vendor network (e.g. A10, Arista, Cisco, F5, Fortinet, Juniper, Palo Alto Networks, AWS, GCP etc.)
• Proven ability to work cross-functionally within a team-oriented environment.

Highly Desired:

• B.S. Computer Science or equivalent educational experience.
• Python scripting experience
• Kubernetes experience
• Linux fundamentals
• API debugging
• Cloud networking (AWS, Azure, GCP)