Focused Customer Service: Customer Support Engineer Arbor Networks
THIS JOB HAS EXPIRED OPCO Description
Arbor Networks is a leading provider of network security and monitoring solutions for global networks. Its customers include over 70 percent of the world?s ISPs and many large enterprises. Arbor solutions deliver best-in-class network security and visibility, along with the power to improve profitability by deploying differentiated, revenue-generating secure services. By employing flow-based and deep packet inspection (DPI) technologies, Arbor solutions measure and protect the entire network ? from the service provider core to the broadband edge.
To apply, please go to: http://jobs.danaher.com/
JOB DUTIES AND RESPONSIBILITIES:
Arbor Networks is seeking senior customer service professionals to join our Global ATAC, (Arbor Technical Assistance Center). The Focused Customer Support Engineer is responsible for providing pre and post sales technical support to a select number of Arbor Networks' service provider and enterprise customers and partners worldwide. This is a more focused role where the support engineer will be providing personalized service to some of Arbor's top customers, developing a relationship, monitoring their deployments, and providing critical support.
Specific Duties and Responsibilities
The Focused Customer Support Engineer relies on experience and judgment to plan and perform a variety of complicated tasks in which a wide degree of creativity and latitude is necessary. Specifically, the Focused Customer Support Engineer is responsible for providing pre and post sales in-depth technical support to a small number of our top customers:
Troubleshooting, diagnosing and resolving technical customer issues associated with Arbor Networks' equipment either remotely or on-site at the customer site.
Handling and Resolving new customer cases via Support CRM System
Replicating issues and testing customer configurations in a lab environment,
Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers,
- Proactively remotely monitoring Arbor's equipment at the customer site via development of automated scripts,
Interfacing with other technical support personnel, engineering and product management to escalate and resolve issues.
Performing, as required, remote or on-site upgrade activities or investigations of reported problems,
Providing feedback from customers to product management and engineering teams via appropriate systems
Handling customer technical escalations
Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.
Participating in the normal ATAC off-hours on-call rotation.
Traveling, as required, to customer sites to build relationships, review operations, and/or resolve customer issues
Experience and Educational Requirements
The position of Focused Customer Support Engineer requires
Bachelors Degree in CS/EE and 8+ years experience in technical support functions with very strong fundamental understanding of telecom network and routing environments.
Strong network security skills required.
Intermediate to advanced knowledge of Linux and/or Solaris Operating System, and shell scripting.
- Strong Communication and Interpersonal Skills
Advanced Networking Skills Required - Detailed technical experience in the installation and operation of IP routers. This includes a detailed understanding of the protocols surrounding IP service provider networks. These skills should include: a. TCP/IP fundamentals, b. IP subnetting and supernetting and hierarchical routing principles, c. Routing protocol operation (OSPF, IS-IS, and BGP-4), d. Routing policies at BGP peering points, e. VPNs and the associated tunneling technologies (L2TP, MPLS, etc.), f. Hands-on configuration and operational knowledge of Cisco and Juniper routers, g. Hands-on Understanding and knowledge of Netflow.
Special Skills or Physical Demands
The job of Focused Customer Support Engineer also requires:
Customer focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively
Outstanding customer service and advanced written and verbal communications skills,
Participation in the Support Off-Hours On-Call rotation is required
Some travel (between 10-20%) may be required - to customer sites and corporate sites.
Strong Interpersonal, Teamwork, process development, and network troubleshooting skills.
This job is primarily performed in an office or lab environment, but may require work in production and engineering areas, or on-site at a customer's or partner's facility.
Special Tools Required
There are no special tools required for this job.
There are no safety requirements associated with the primary duties of this job. When performing additional duties in other areas of the company, any safety procedures for those areas apply.
To apply, please go to: http://jobs.danaher.com/
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher?s portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher?s 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: Arbor Networks
Job Function: Technical Service
Primary Location: North America-United States-MA-Chelmsford
Other Locations: North America-United States-MI-Ann Arbor
Nearest Major Market: Boston
Job Segments: Customer Service, Telecom, Telecommunications, Engineer, System Administrator, Technology, Engineering
||Chelmsford, MA |
THIS JOB HAS EXPIRED