Customer Support Network Engineer

DriveNets Ltd.; Middletown (NJ); On-site; USD 60,000 - 80,000; Full time

Job summary

An innovative company seeks a Customer Support Network Engineer to enhance customer experiences through exceptional technical support. In this role, you will leverage your problem-solving skills to address complex networking issues while collaborating with diverse teams. Join a dynamic environment where your contributions directly impact customer satisfaction and help shape the future of cloud-native networking solutions. If you're passionate about technology and eager to make a difference, this is the perfect opportunity to grow your career in a forward-thinking organization that values diverse perspectives and experiences.

Qualifications

• 5+ years as a Network Support Engineer with strong IP networking experience.
• Experience with routing protocols like BGP, IS-IS, and OSPF.

Responsibilities

• Provide world-class technical support and implement solutions.
• Collaborate with R&D and Customer Success teams to ensure satisfaction.

Skills

Problem-Solving Skills

Empathy Skills

Attention to Detail

Communication Skills

Self-Motivation

Education

Bachelor's Degree in a relevant technical field

Tools

Cisco Networking Technology

Juniper Networking Technology

Job description

DriveNets is a leader in cloud-native networking software for hyperscalers and service providers who are building the largest infrastructures in the world for network services, AI platforms, and SaaS offerings. Founded in December 2015, DriveNets disrupted some of the most challenging high-scale markets, transforming the way networks are built, scaled, and consumed. DriveNets’ network cloud solution is deployed in more than half of AT&T’s backbone. DriveNets has raised $587 million in three funding rounds which enables us to dream big and bring on the most talented people.

The Role

Drivenets is currently seeking an inquisitive, technologically motivated, self-directed Customer Support Network Engineer to join our Customer Success Team. It will be your job to deliver exceptional customer experience to Drivenets customers both internally and externally.

In this Customer Support Network Engineering role, you will be part of a team that constantly adapts to new technologies, implements new solutions and systems, and provides support to disaggregated routing products.

Responsibilities

• Use creative problem-solving skills to help solve and implement required solutions and provide world-class technical support as part of our growing front-line technical support team.
• Follow up with customers to verify solutions are successful and achieve the desired impact.
• Work with R&D to develop and test solutions, install, and test new products and versions worldwide.
• Collaborate with Customer Success team, Product Managers, and R&D to meet deadlines and ensure customer satisfaction.
• Summarize, communicate, and escalate the overall customer experience.
• Collaborate with other support engineers worldwide.
• Use your experience and initiative to help Drivenets continuously improve both processes and services.

Requirements

Technical skills:

• Bachelor’s Degree in a relevant technical field or combination of experience and industry certifications required.
• 5+ years of experience as Network Support Engineer.
• 4+ years of experience in implementing and troubleshooting routing protocols such as BGP, IS-IS, and OSPF.
• Strong IP Networking experience - preferably from a VAR, OEM, Vendor supporting a Tier 1 or large Tier 2 telco service provider or MSO.
• Experience with Cisco or Juniper networking technology.
• Strong documentation experience to create Standard Operating Procedures along with other needed documents.
• Experience working within large complex production networks.
• Familiarity with various forms of site-to-site connectivity (point to point, VPN, MPLS, etc.)
• CCNP/JNCIP Routing and switching certification – Advantage

Soft Skills:

• Demonstrable empathy skills, including the ability to put yourself in the customer’s place, and see the situation through their eyes.
• Self-motivated with hands-on experience and the motivation to learn on the job.
• Ability to work as part of a global team, and create checklists and procedures, incident handoff and follow-the-sun operating methodologies.
• Able to marshal resources and align cross-functional troubleshooting efforts to achieve customer commitments.
• Ability to manage several simultaneous activities while showing accountability, upholding strict SLAs.
• Strong attention to detail and problem-solving skills with quick adaptation to change.
• Solid communication and interpersonal skills – personable, effective communication style required with presentation experience.
• Excellent English spoken and writing skills.

If your experience is close but doesn’t fulfill all requirements, please apply. DriveNets is on a mission to build a special company comprised of individuals with different backgrounds, perspectives, and experiences.

DriveNets is an equal opportunity employer. We do not discriminate based on race, religion, national origin, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with disability, or other applicable legally protected characteristics.