Enterprise Support Engineer
$95,000–$115,000 year
RemoteUnited States
Job Summary
Partner with dedicated enterprise clients to anticipate, identify, and address technical concerns by applying in-depth troubleshooting and debugging skills to determine root causes. Perform quarterly Health Checks to ensure system performance and validate and test upgrades in the lab to assist customers during maintenance windows. Set up test environments mirroring production setups, open support tickets with Engineering to provide reproduction steps, and escalate issues to appropriate teams such as Sales, Professional Services, or Product Management. Provide after-hours support on a rotating schedule and deliver detailed case updates tracking progress to closure. Serve as a trusted advisor, ensuring recommendations are heard by customer contacts while advocating for their needs to the organization.
Required Qualifications
- 5+ years' experience
- thorough understanding of DNS
- thorough understanding of DHCP
- thorough understanding of Linux
- deep knowledge of networking protocols
- experience in debugging network issues
- packet capture and analysis
- strong experience with common protocols and services (FTP, TFTP, NTP, SNMP, syslog, etc.)
- ability to explain highly technical issues to non-technical audiences
- experience managing customers in an enterprise environment
- demonstrated excellence in customer service
- ability to maintain composure during high severity issues
- E-Verify employment eligibility
Desired Qualifications
- insatiable thirst for knowledge and improvement
- desire to grow in your role and with the company
- proactive; a tenacious self-starter to the core
- technically savvy
- passion for constant improvement
- ability to prioritize and allocate resources to / focus efficiently on multiple projects
- ability to provide detailed updates in customer cases that show progress to closure
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