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Customer Support Engineer Aerohive Networks
THIS JOB HAS EXPIRED
Overview:Aerohive, the pioneer in controller-less wireless networking, is seeking a Senior Customer Support Engineer - a Tier 2 position to join our Customer Support Team. This individual will be responsible for providing post-sales and limited pre-sales technical support to channel partners, prospects and customers. This role includes the resolving technical issues and the delivery of technical services to channel partners and customers. This role may also include traveling to customer sites (including international) and performing site surveys, installations, system upgrades, generating post activity reports and additional activities as required - all while ensuring complete customer satisfaction in the ongoing Aerohive-customer relationship.
As one of our Customer Support Engineers, you will be responsible for providing email, WEB and telephone support for Aerohive products to our channel partners, prospects and customers. You will develop Aerohive product expertise to assist our channel partners and customers in answering product questions, resolving technical issues and improving our products? quality and usability.
You will work with customers at various stages of their implementations ? installation, construction, configuration, integration, testing, deployment and production. You?ll be required to draw upon Aerohive product skills, backend systems administration skills, and networking skills to help customers maximize the use and value of Aerohive products.
The work is often consultative in nature requiring you to draw upon product, technology and problem solving skills. This is not a position where you wear a telephone head-set and answer questions all day. A lot of the work requires performing technical activities (eg attempting to reproduce problems, directing customers on best practices for performing activities with our products, researching workaround solutions, etc.) This work requires strong skills in team work and collaboration in addition to products and technology.
Responsibilities:
Develop a deep understanding of Aerohive products.
Assist with the isolation and resolution of product issues
Provide remote assistance for product installation questions and/or problems
Provide technical assistance to key sales initiatives
Work closely with the Quality Assurance and Development organizations to resolve problems and enhance reliability and supportability of Aerohive products
Requires flexible work hours to accommodate our EMEA, and Asia Pacific channel partners and customers.
Provide extended 24x7 production system down support for key customers
Handle escalated support cases and work to resolution
Assist and mentor Tier 1 support personnel
Be available for on-site visits to customer sites and provide written Scope of Work and Trip Report documentation.
Coordinate the customer communication and resolution of critical customer issues between the customer and internal Sales and Engineering teams
Qualifications:
Required Qualifications:
Highly motivated self-starter
Engineering or Computer Science BA/BS degree
Strong academic performance (overall GPA 3.0 or better)
Computer-related course work
Excellent English based communication skills (verbal and written) this is a firm requirement.
Strong analytical and problem solving skills
Leadership experience
At least 5 ? 7 years hands on experience as senior level support professional working in support network and a wireless equipment environment.
Desired Qualifications:
Experience with the following technologies: VPN, VLAN,authentication, routing, switching, firewall, wireless networking (802.11x), UNIX, Linux.
Aerohive product based skills - Experience with related products is a plus however we anticipate that training will be required to bring new engineers to speed quickly.
| Location: | Sunnyvale, CA United States |
|---|---|
| Full Time | |
| Engineering / Product Dev / Science |
THIS JOB HAS EXPIRED
Aerohive Networks
Aerohive Networks reduces the cost and complexity of today's networks with cloud-enabled Wi-Fi and routing solutions for medium and large enterprise headquarters, branch offices and teleworkers. Aerohive's award-winning cooperative control Wi-Fi architecture, public or private cloud-enabled network management, routing and VPN solutions eliminate costly controllers and single points of failure. This gives its customers mission critical reliability with granular security and policy enforcement and the ability to start small and expand without limitations.
Profitable 
> 50M RaisedInvestors: Kleiner Perkins Caufield & Byers, Lightspeed Venture Partners
All Jobs: at Aerohive Networks
| Web Site: | www.aerohive.com |
|---|---|
| Headquarters: | 330 Gibraltar Drive Sunnyvale, CA 94089 United States |
| Employees: | >100 |
| 2006 | |
| Industry: | Networking and Equipment |
| Founded in 2006, the company sells 100 percent through the channel, and as of last quarter it had more than 5,000 customers. It's won raves for its "cooperative control architecture" and controller-less approach to wireless LAN, as well as the cloud management aspects of its solution it picked up through acquiring Pareto Networks in 2011. |
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