Wireless Technical Support Engineer

Description

The team works on hybrid roles that require you to be in a company office on average 2 days per week.

The company provides edge-to-cloud technology that helps customers connect, protect, analyze and act on their data and applications.

This is a networking engineering role in the Engineering job family, job level TCP02.

You will design, build, analyze, troubleshoot and debug systems, software and solutions for research and development of networking products, services and solutions.

Your work will regularly and sustainably affect technical components of the company's products, solutions and services.

You will act as a subject matter expert, applying advanced knowledge to complex business problems.

You will advise functional and technical project teams and may join cross-functional initiatives.

You will decide independently how best to reach your objectives, and may lead and mentor others.

Responsibilities

• Triage and resolve customer support escalations arriving through several inbound channels.
• Make sure responses are high quality, timely and leave customers satisfied.
• Build and maintain layer 2 and layer 3 network testbeds.
• Learn how features work and reproduce customer-reported issues.
• File tickets for bugs you find, analyze logs and identify root causes.
• Work with developers to drive fixes.
• Attend relevant meetings and discussions and send status reports.
• Analyze logs, isolate faults across network layers, reproduce problems and explain root-cause findings backed by evidence.
• Guide and mentor less experienced colleagues.

Requirements

• Bachelor's or Master's degree in Computer Science or Computer Engineering. A networking focus is preferred.
• Typically 2 to 4 years of experience.
• Relevant certifications are strongly preferred, such as CWNA, CWSP, CWDP, CWNE, CCNP Enterprise or Wireless, Aruba Certified, Ekahau, or equivalent.
• Knowledge of 802.11 Wi-Fi standards and wireless standards in general, plus routing and Wireshark.
• Solid grounding in TCP/IP, Ethernet, IPv4 and IPv6, subnetting, VLANs, layer 2 switching and layer 3 routing.
• Investigate issues in core protocols including TCP/IP, DNS, DHCP, ARP, ICMP, TCP/UDP and MTU, and in end-to-end connectivity.
• Analyze packet captures, device logs, event traces and diagnostic output to find failure points and root causes.
• Strong knowledge of wireless security, network segmentation, 802.1X and RADIUS authentication, and how these fit with switching, routing and firewalls.
• Excellent written and verbal communication, with proficiency in the languages the role requires.
• Ability to present product architectures, design proposals and options to senior management and negotiate them.

Conditions

Hybrid role: on average 2 days per week in a company office.

Work is in Puerto Rico.

U.S. citizenship is required. The role supports services in a FedRAMP High compliant environment, which requires proof of U.S. citizenship.

The company is an equal opportunity employer and makes decisions based on qualifications, merit and business need.

Applications from people with disabilities are encouraged, and accommodation is available on request during the application or interview process.

Benefits

• Comprehensive health and wellbeing benefits covering physical, financial and emotional wellbeing.
• Personal and professional development programs, including paths to deep expertise or a move into another division.
• Relocation support for eligible candidates.