Technical Support Engineer
- Calabria Group,
- Santa Clara, CA
- 1 week ago
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Job Description
Calabria Group is seeking a Strong Technical Support Engineer for our client in Santa Clara, CA.
Technical Support Engineer
Responsibilities:
-Active participant in the customer support center, handling phone and email queues to assist customers with technical issues on the product, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success.
-Manage the RMA processes ensuring equipment is being delivered to the customer and returned hardware is sent from the customer location to Gigamon.
-Troubleshoot customers issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers
Participate in the 24*7 on-call support rotation to provide escalation coverage to Elite customers including after-hours support.
-Pro-actively creating and publishing knowledge articles
Essential Support Skills:
-For candidates with a BS degree: 2-5 years of experience in technical support for a networking or security tools company
-For candidates with an MS degree: 1-3 years of experience in technical support for a networking or security tools company -Excellent written and verbal communications skills
-Good project management, problem resolution, and analytical skills
-Ability to work in a fast-paced, dynamic environment
-Must have a very strong customer focus
Preferred Technical Skills:
-Strong operating and troubleshooting knowledge across various networking technologies such as: Ethernet, TCP/IP, OSPF, Security (VPN, Inline, SSL), trunking/ Stacking, QoS, and Test Equipment such as Spirent and IXIA.
-Working understanding of IP networking including network setup, configuration, troubleshooting and debugging
-Educated to degree level
-Ability to work flexible hours
Optional Technical Skills
Installation and troubleshooting knowledge in Virtualization space with hands-on experience setting up VmWare or Open Stack (KVM) environment.
Participate in the 24*7 on-call support rotation to provide escalation coverage to Elite customers including after-hours support.
-Pro-actively creating and publishing knowledge articles
Essential Support Skills:
-For candidates with a BS degree: 2-5 years of experience in technical support for a networking or security tools company
-For candidates with an MS degree: 1-3 years of experience in technical support for a networking or security tools company
-Excellent written and verbal communications skills
-Good project management, problem resolution, and analytical skills
-Ability to work in a fast-paced, dynamic environment
-Must have a very strong customer focus
Preferred Technical Skills:
-Strong operating and troubleshooting knowledge across various networking technologies such as: Ethernet, TCP/IP, OSPF, Security (VPN, Inline, SSL), trunking/ Stacking, QoS, and Test Equipment such as Spirent and IXIA.
-Working understanding of IP networking including network setup, configuration, troubleshooting and debugging
-Educated to degree level
-Ability to work flexible hours
Optional Technical Skills
Installation and troubleshooting knowledge in Virtualization space with hands-on experience setting up VmWare or Open Stack (KVM) environment.
SOFT SKILLS ARE MOST IMPORTANT FOR THIS ROLE. MUST have customer facing experience and know they will be on the phone non-stop. Must work onsite full time in Santa Clara. Must have networking and switching background.
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