Full Job Description
Founded in 2004, NetBrain is the leader in network automation. Its ground-breaking platform provides IT teams with end-to-end visibility into their hybrid network and streamline NetOps workflows through automation. Today, over 2,500 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform to automate network documentation, troubleshooting, and change management.
“NetBrain’s success is due to our people, and over the years, we have been fortunate to attract top talent because of our unique culture and exciting mission to transform the network management industry.” - Lingping Gao, Chairman and Chief Executive Officer of NetBrain
What we need
A Technical Support engineer who will work firsthand 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. You have a networking background and prior experience with troubleshooting processes in a mission critical environment. You have a strong interest in a customer facing role; listening to customers, and persevering to assist customers in achieving their operational goals with NetBrain.
The Impact You’ll Make
You will help our customers realize the potential of the NetBrain platform in their unique network environment by assisting with the identification and resolution of network and software issues while ensuring consistent customer satisfaction. At the same time, you will gain exposure to many enterprise-level networks from a variety of clients and will have the opportunity to learn an evolving set of technologies from NetBrain and other industry leaders.
What You'll Do:
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, 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 to achieve operational goals with NetBrain through coaching of best practices for NetBrain management
Collaborate globally with our team of Support Engineers to deliver solutions to customers in different time zones
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
Who You Are:
Current or prior experience working in a 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 / Delivery Manager with Global 5000 customers
Network Certification Strongly preferred; i.e CCNA, CCNP, JNCIA, JNCIP
Excellent customer facing skills: training, coaching, time management (managing many concurrent customers) conflict resolution and ability to creatively explain and present complex concepts in an easy-to-understand manner
Practical application of major vendor’s router, switch, and Firewall configuration and troubleshooting commands (Cisco, Juniper, Extreme, F5, Palo Alto, Checkpoint)
In-depth practical experience in routing and switching protocols (OSPF, EIGRP, BGP, VLAN, STP)
Experience security protocols (IPsec, SSL-VPN, NAT, GRE) a plus
Knowledge of Cloud Architecture (AWS/Azure/GCP), certification a plus
Light scripting experience with Python, Perl, or Ruby and an automation mindset
Strong written and verbal communication skills in English, as well as business and technical acumen
Experience with Windows and/or Linux system administrative tasks a plus.
BA/BS degree in Software Engineering, Computer Science, Network Engineering, or equivalent experience