The Product Support Engineer will provide advanced technical support for network issues, troubleshoot problems, manage customer escalations, and share knowledge with others while staying updated on industry trends.
About the Role
We’re seeking curious thinkers looking to co-author the next chapters of our story. Joining now means helping shape our vision, structures, and systems; playing a key-role as we launch into our ambitious future.
We're looking for a Product Support Engineer to work on the NextGen connectivity platform across platforms. This is an outstanding opportunity to help build an ambitious future for our flagship product.
What You'll Do
- Technical Support: Provide advanced-level technical support to customers experiencing complex network issues, including but not limited to routing, switching, and security technologies.
- Troubleshooting: Analyze and troubleshoot network-related problems reported by customers or detected through monitoring systems. Utilize advanced troubleshooting methodologies, diagnostic tools, and protocols to identify root causes and develop solutions.
- Customer Interaction: Serve as a primary point of contact for customers seeking technical assistance. Communicate effectively with customers to understand their technical issues, provide updates on troubleshooting progress, and deliver timely resolutions.
- Escalation Management: Escalate unresolved issues to higher-level support teams or engineering teams as needed.
- Collaborate with internal teams and external partners to expedite issue resolution and ensure customer satisfaction.
- Knowledge Sharing: Document troubleshooting steps, solutions, and best practices for internal and external knowledge bases. Share knowledge and expertise with team members through training sessions, workshops, and technical forums.
- Continuous Learning: Stay updated on industry trends, emerging technologies, and best practices in network engineering and technical support. Pursue professional development opportunities, certifications, and training to enhance technical skills and knowledge.
What You'll Need
- 2-5 years of experience in network engineering, technical support, or a related field, with a focus on advanced troubleshooting and problem-solving.
- Need to be strong in foundations (TCP, ARP, Subnetting, MTU, TTL, and common Header information)
- Experience with network troubleshooting tools and protocols (e.g., Wireshark, SNMP).
- Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions.
- Excellent communication and interpersonal skills, with the ability to interact professionally with customers, colleagues, and stakeholders at all levels.
- Ability to work effectively in a fast-paced environment, manage multiple priorities, and meet deadlines.
- Industry certifications such as CCNA, CCNP or relevant associate/professional certifications from another vendor.
Preferred Qualifications:
- Experience working in a technical assistance center (TAC) or similar customer support environment.
- The Candidate needs to be good at routing and Switching Basics.
- Having familiarity with VMWARE ESXi would be an additional benefit.
Disclaimer
Quvia will never ask to interview job applicants via text message or ask for personal banking information as part of the interview process. Quvia will never ask job applicants or new hires to send money or deposit checks for the company. I
Top Skills
Arp
Mtu
Snmp
Subnetting
Tcp
Ttl
Vmware Esxi
Wireshark
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