Networking Cloud Support Engineer

INAP; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Networking Cloud Support Engineer, der eine zentrale Rolle im Kundenservice spielt. In dieser spannenden Position sind Sie verantwortlich für die Unterstützung einer Vielzahl von Technologien, einschließlich BareMetal, VPN und Firewalls. Sie arbeiten eng mit einem Team von Fachleuten zusammen, um eine hervorragende Kundenerfahrung zu gewährleisten. Diese Rolle bietet die Möglichkeit, Ihre technischen Fähigkeiten in einem dynamischen Umfeld weiterzuentwickeln, während Sie Kunden bei der Lösung komplexer Probleme helfen. Wenn Sie eine Leidenschaft für technischen Support haben und in einem leistungsorientierten Team arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Benefits

Medizinische Versorgung

Zahnversicherung

Sehversicherung

401k-Match

Bezahlte Freizeit

Bezahlte Elternzeit

Qualifications

• 4 Jahre Erfahrung im Kundenservice, vorzugsweise B2B.
• Umfassende Kenntnisse in Netzwerktechniken und Troubleshooting.
• Erfahrung mit Unternehmens-Routern, Switches und Firewalls.

Responsibilities

• Schnelle und effiziente Beantwortung von Kundenanfragen.
• Dokumentation von Lösungen und Verwaltung von Anfragen.
• Technische Expertise in Netzwerken und Hardware.

Skills

Kundenservice

Netzwerktechniken

Troubleshooting

Kommunikationsfähigkeiten

Detailorientierung

Education

CCNA

CCNP

JNCIA-Cloud

JNCIA-SEC

Palo Alto Zertifikate

Tools

Cisco

Juniper

Arista

Palo Alto

OpenStack

VMWare

Hyper-V

Job description

Position Summary:
Networking Cloud Support Engineers play a key role in the customer support function at INAP. As Cloud Support you are expected to demonstrate strong technical knowledge and a customer service focus for a wide variety of technologies and applications. This role plays a key role in the overall satisfaction level of INAP customers.

Networking Cloud Support Engineers respond to and resolve customer tickets that include questions, service requests, and technical troubleshooting. Networking Cloud Support Engineers support the technologies that form the building blocks of scalable and resilient solutions that include but are not limited to, BareMetal, VPN, Firewalls, Switching, Routing, and Networking. Cloud Support Engineers work as part of a team of skilled professionals who deliver an excellent customer experience together. This support extends to both dedicated hardware and virtualized solutions. This is a remote position.

General Responsibilities:

• Respond to customer inquiries quickly, efficiently and per INAP timing goals (e.g., within X minutes).
• Leverage the INAP ticketing system(s) to track and manage customer requests. Complete ticket information accurately and ensure that all required fields are populated.
• Answer questions, process requests for services and troubleshoot problems accurately.
• Maintain network documentation, run-books, diagrams, and network assets in the configuration management database.
• Keep customers informed of the progress of their request throughout the resolution process using both written and verbal communication methods.
• Resolve issues quickly, efficiently, and accurately. Leverage INAP and technical best practices. Resolve issues per INAP timing goals.
• Maintain technical expertise in all areas of network and computer hardware and software interconnection and interfacing, including routers, multiplexers, firewalls, hubs, bridges, and gateways.
• Troubleshooting and resolution tasks may include:
• Clearly identify the capabilities and limitations of the types of solutions that INAP offers.
• Use monitoring systems to locate systems with issues that need attention.
• Understand firewall/switch configurations and update them as needed.
• Ability to navigate a command-line interface to correct common issues, within Cisco, Juniper, Arista and Palo Alto devices.
• Documenting resolution steps and record keeping for remediation.
• Ability to follow direction from senior Technical Support Engineers and retain knowledge gained.

Qualifications/Experience:

• 4 years of experience in a customer support environment. Business-to-business support is preferred.
• Working knowledge of networking concepts including VLANs, NAT, configuration, IPsec tunnels, VPN, and user creation.
• 4 years of experience with enterprise-class routers, switches, and firewalls.
• Experience with network infrastructure service designs, including TCP/IP, routing protocols, switching, GRE, IPsec and SSL VPNs, load balancing, firewalls, DNS, DHCP, NAT, network monitoring and troubleshooting tools, or packet analysis.
• Comprehensive troubleshooting skills across the OSI layer (Routing, Switching, and Firewall).
• Basic Understanding of OpenStack, VMWare and Hyper-V systems and tools.
• Basic understanding of web technologies such as Cloud infrastructure, IaaS, PaaS.
• Skilled understanding of configuring/maintaining network technologies.
• Understanding of logging to diagnose common issues.
• The ability to communicate effectively both verbally and in writing.
• Detail oriented. Organized.
• Demonstrates a sense of urgency.
• Experience working in a team environment.
• Available to work on a 6-month shift rotation Days, Mid, or Nights.
• Able to participate in an on-call rotation.
• Certifications preferred, CCNA, CCNP, JNCIA-Cloud, JNCIA-SEC, Palo Alto (PCCET, PCNSA).

While we appreciate candidates who meet all the listed qualifications, we recognize that valuable experiences and skills can come from a variety of sources, and great candidates may not meet every qualification listed. If you are a self-motivated individual with a strong work ethic and a passion for technical customer support, we encourage you to apply.

INAP provides a competitive salary and benefits to employees in this role, including medical, dental, and vision coverage, 401k match, paid time off, and paid parental leave. For more information about our benefits, visit our company careers page.

About the company

A global provider of high-performance data center and cloud solutions. Empowering purposeful, performance-driven IT transformations at global scale.