TAC Network Engineer

Job Overview                                            :

A technical support engineer who will work first-hand with our valued customers to address their complex post-sales concerns where analysis of problems and data requires an in-depth evaluation of many factors in customer networks.

Responsibilities and Duties

• Provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers via phone, email, and web-based interactions.
• Ensure customer issues are recorded, tracked, and resolved, and customer follow-ups are completed in accordance with SLA.
• Execute customer support meetings to troubleshoot customer's network and software issues.
• Assist customers in achieving operational goals by implementing best practices.
• Build a positive customer experience and drive customer adoption by working closely with development, sales, quality assurance, and services engineering.
• Contribute technical knowledge to our growing customer-facing knowledge base.
• Participate in on-call rotation to provide after-hours support.

Education and Experience

• 5-10 Years of experience in the networking domain
• Degree in Computer Science or equivalent
• CCNA Certification or equivalent certification

Required Skills/Abilities

• Current or prior experience working in an NOC, or a complex enterprise network environment; (ISP, Cloud Provider, MSP, Systems Integrator)
• 2 to 4 years in a customer-facing role; as a support engineer/ network engineer/ technical project management / post-sale engineer
• Network certification strongly preferred; i.e. CCNA, CCNP, JNCIA, JNCIP
• Excellent customer-facing skills: training, coaching, time management (managing concurrent customers) conflict resolution and ability to creatively explain and present complex concepts in an easy-to-understand manner
• Knowledge of cloud architecture (AWS/Azure/GCP), certification a plus
• Strong written and verbal communication skills, as well as business and technical acumen a plus