Product Support Network Specialist

Job Description

We are looking for the Product Support Engineer with strong expertise in Networking.

Experience working in Enterprise SD-WAN/Wi-Fi environments, docker and Kubernetes will be a good to have skill.

Candidate should have exposer in working with global clients.

Our platform is a network and infrastructure management platform. It delivers the modern collection, visualization, and integration capabilities required to transform raw network performance data into actionable, real-time insights.

Should work as a member of the Support Team who would be responsible for working collaboratively and individually to solve customer issues in a fast-paced, ever-changing, and complex environment.

You will be expected to:

Provide accurate and efficient support to our customers with software and operating systems by researching and identifying applicable solutions.

Provide timely and clear communication to customers.

Reproduce issues in local test environments.

Confirm and report defects to the development team once the applicable analysis has been completed with the customer.

Develop and write technical documentation for product solutions knowledge base.

Provide product feedback from customers to product management, development and account team.

Act as an SME for the team on any networking/SDWAN/SDN/WIFI related issues, whenever in need.

Look at network performance issues such as availability, latency, utilization and throughput that gets reported by the customer and explain or prove them the reasons.

Troubleshooting network problems and ultimately enhancing performance for users via performance tuning.

Analyze for root cause analysis of problems which includes for enhancements.

Train / Coach the team members on several networking concepts based on what is used in our product.

Support new and existing client software installations over the phone as well as via web-conferencing (desktop sharing) within established SLA's and SLO's.

Responsible for addressing customer issues and seeking a resolution and overall customer satisfaction.

Applying OS, DB, hardware, and product updates to customers.

Requirements:-

Key technical expertise areas expected for this role:

Detailed understanding OSI layers and its protocols like IP, TCP, UDP.

Routing and switching protocol expertise like OSPF BGP STP VLAN.

Knowledge on Advanced automation in Networking like SDN.

Knowledge on SDWAN and Enterprise Wifi technologies.

Knowledge on IPv6.

Detailed knowledge on SNMP.

Excellent communication skills and strong desire to work with customers (namely network engineers, network managers and server administrators).

Exhibit good logical and analytical problem-solving skills.

Ability to adapt quickly to changing, growth-oriented environment.

Able to communicate technical information clearly and precisely to customers of varying technical knowledge levels.

Exhibit initiative with new technical challenges as well as new technologies.

Good to have skills:

Proficient with Linux OS (file and process management)

BASH Shell Scripting

SQL queries (mainly select and joint syntax)

Ansible, docker Kubernetes kafka

Understanding of PKI (Public key infrastructure)

Education and Experience:

Bachelors or Master’s in computers or related field.

Minimum 3+ years of product support experience with international clients