Technical Support Engineer NetMotion Wireless

The Opportunity

NetMotion Wireless is dedicated to producing top quality software and providing world-class support to our customer base. The sophistication of both our mobile VPN product and our customers make this position ideal for someone who enjoys learning the latest wireless technologies, working through tough technical problems on the phone or in the lab, and interacting directly with customers.



This technical support team is one part of a strong technical community that works together to solve problems and improve product quality. You will need to effectively diagnose and resolve problems on the fly when you can, work in the lab to assess more complicated problems, and work directly with the development and test teams to resolve complex issues. You will have the opportunity to work on some of the latest and greatest hardware products including laptops, PDAs and Smartphones. As a customer advocate you will have a direct impact on future iterations of the product.





The Company

In this role you will be working with talented colleagues who have a passion for and a background in developing, selling and supporting top-notch technical products. NetMotion Wireless is a company of just over 100 employees. The Company values people enjoying the work that they do, allowing them to develop personally and professionally in the process. It is an open door environment where people share their successes, their challenges and their funny stories. In addition it is a collaborative, unpretentious and respectful environment where everyone pitches in and no one is too big to do the work that has to get done.



The Culture and Work Environment

In this role you will be working with talented colleagues who have a passion for and a background in developing, selling and supporting top-notch technical products. NetMotion is a company of just over 100 employees. The Company values people enjoying the work that they do, allowing them to develop personally and professionally in the process. It is a reply-all environment where people share their successes, their challenges and their funny stories. In addition it is a collaborative, unpretentious and respectful environment where everyone pitches in and no one is too big to do the work that has to get done.



Your Role as a Key Contributor

In this role you will work mainly with IT managers and system administrators. It will be up to you to assess customer issues, diagnose and resolve problems by employing your knowledge, experience, and appropriate diagnostic tools, and create workarounds as needed.



Types of Ongoing Projects and Responsibilities

- Use analytical skills and creativity to investigate and resolve customers' technical issues.
- Manage multiple complex technical issues simultaneously.
- Develop expertise in using and supporting our products and technologies, including wireless networking products.
- Investigate, document, and track product bugs and customer feature requests.
- Utilize diagnostic tools and debug files from customers.
- Attempt to duplicate issues with lab equipment.
- Participate actively during team meetings and reach out independently to other team members, sharing knowledge and assisting in troubleshooting.
- Identify and prepare information for posting on the technical support web site and/or inclusion in technical documentation.
- Identify trends in issues and make recommendations for ways to eliminate or reduce high frequency issues, streamline the support process, or reduce utilization of developer time.
- Maintain, extend, and document the technical support lab.
- Research, test, and evaluate competing or complementary products.
- Communicate solutions to customers of varying technical abilities in a professional manner.



Qualifications

To do well in this position it is important that you have a strong foundation in providing software support and in IP network configuration and troubleshooting. For that reason NetMotion requires that you have 4-5 years experience in networking support (client-server experience preferred). It is also important that you are a self-starter, able to work independently with limited direction. You must have:

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Proficiency with IP networking concepts and protocols:
o
LAN / WAN networking concepts including IP, TCP, UDP, ICMP, routing, and firewalls.
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LAN / WAN equipment installation, configuration and troubleshooting.
- Dedication to providing the highest level of customer service.
- Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.).
- Strong working knowledge of Windows Operating Systems, including installation, configuration, and authentication methods; Windows CE experience a plus.
- A demonstrated passion for problem-solving and technology.
- General understanding of authentication methods such as NTLM, RADIUS, PKI specifically PEAP,PEAP-TLS and RSA token methods.
- Experience in configuring wireless networks and VPNs.
- Strong verbal and written communication skills, analytical ability, and organizational skills.
- Demonstrated ability to read and interpret technical documentation, debug files, and related information.

You may have:



- Experience using a case management system and keeping case records up-to-date. Work with Salesforce.com is a definite plus.
- Experience writing short technical documents and/or knowledge base articles a plus.
- Demonstrated experience with sales and customer databases.
- Experience working in a Windows workplace (platforms and applications).
- Previous experience managing a technical support group in a software company or IT environment.
- Any experience consulting in the mobility area, specifically on infrastructure and network design.

Location:	701 North 34th Street Suite 250 Seattle, WA 98103 United States