Senior Technical Support Engineer Aerohive
THIS JOB HAS EXPIRED Overview:
Aerohive, the pioneer in controller-less wireless networking, is seeking a Senior Technical Support Engineer - a Tier 3 position to join our Technical Support Team. This individual will be primarily responsible for providing post-sales and technical support to channel partners and on occasion prospects and end users. This role includes resolving technical issues and the delivery of technical services to channel partners. This role may also include traveling to customer sites and performing 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 Technical Support Engineers, you will be responsible for providing email, WEB and telephone support for Aerohive products to our channel partners. You will develop Aerohive product expertise to assist our channel partners in answering product questions, resolving technical issues and improving our products? quality and usability.
You will work with channel partners at various stages of their end-user's implementations ? installation, 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 partners maximize the use and value of Aerohive products for the end user.
The work is often consultative in nature requiring you to draw upon product, technology and problem solving skills. A lot of the work requires performing technical activities (eg attempting to reproduce problems, directing partners 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.
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 International 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 Aerohive Technical Support engineers.
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 Technical Support, Sales and Engineering teams
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
At least 5 ? 7 years hands on experience as senior level technical support professional working in network and a wireless equipment environment.
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.
Aerohive Networks reduces the cost and complexity of today?s networks with cloud-enabled, distributed Wi-Fi and routing solutions for enterprises and medium sized companies including 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. Aerohive was founded in 2006 and is headquartered in Sunnyvale, Calif. The company's investors include Kleiner Perkins Caufield & Byers, Lightspeed Venture Partners, Northern Light Venture Capital and New Enterprise Associates, Inc. (NEA). For more information, please visit www.aerohive.com, call us at 408-510-6100, follow us on Twitter @Aerohive, subscribe to our blog or become a fan on our Facebook page.
||Sunnyvale, CA |
THIS JOB HAS EXPIRED