Sr. Technical Support Engineer (East Coast) Silver Peak Systems
THIS JOB HAS EXPIRED Job Type: Full-Time
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As a member of the Silver Peak global technical support team, you will be responsible for helping customers diagnose and resolve complex technical issues. You will work closely with the Silver Peak engineering team. Troubleshooting complex networking issues is the key skill necessary for this position.
To be successful in this role, you must be a motivated self-starter and self-learner, and possess strong customer service and technical problem solving skills.
Working with the customer, troubleshoot complex hardware and software issues, and replicate customer environments and network problems as needed to provide resolution. Document issues and work with engineering if needed to provide fixes
Provide technical expertise and guidance during testing and deployment of Silver Peak systems
Manage critical customer issues and facilitate communication between customers, sales and engineering
Serve as the customer advocate for timely resolution of issues and for problem reproduction and escalation.
Participate in cross functional tasks as needed: new product development, customer training, and other support related activities
Help define and develop support processes and tools as appropriate
Provide technical support for customers
Proven ability to work & learn remotely
Experience in supporting enterprise customers with complex data center environments, preferably with a network technology company
Strong networking skills ? CCNP certification preferred. Requirements include:
-Experience reading and understanding packet captures with tools like Sniffer and/or Wireshark
-Basic understanding of WAN technologies, bandwidth and latency
-Experience with general routing/switching, policy based routing, spanning-tree, VLANs
-Knowledge of networking, understanding of packet flow and TCP session establishment
-Knowledge of LAN, WAN Technologies and SAN/NAS desirable
Experience with virtualization and hypervisors including VMware vSphere (VCP Certified), MS HyperV, Citrix Xen, or KVM is a strong plus
Strong customer relations and communication skills
BS or equivalent experience in computer science or electrical engineering
Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment
Proven ability to work independently from a remote location
Position will include on-call responsibilities, and may require working on holidays and weekends. Up to 20% travel may be required.
||471 El Camino Real |
Santa Clara, CA 95050
THIS JOB HAS EXPIRED