Wireless Technical Support Engineer

Description

The role is onsite, with the expectation that you will work mainly from a company office.

The company is an edge-to-cloud business that helps other companies connect, protect, analyze and act on their data and applications, from the edge to the cloud.

This is an engineering role with a networking focus, job level TCP02. You will design, develop, analyze, troubleshoot and debug systems, software and solutions for research and development of the company's products and services.

Your work will affect technical parts of products, solutions and services on a regular basis. You will apply advanced expertise to complex business problems and act as a subject matter expert.

You will advise and partner with functional and technical project teams, and may take part in cross-functional initiatives. You will make many decisions on your own about how to reach goals, and may lead and mentor others.

Responsibilities

• Handle and resolve customer support escalations that arrive through several inbound channels.
• Make sure responses are high quality and timely, and that customers have a good experience.
• Set up and maintain layer 2 and layer 3 network test environments.
• Learn how features work and reproduce customer-reported issues.
• Log tickets for bugs you find, review logs and identify root causes.
• Work with developers to drive fixes.
• Attend relevant meetings and discussions, and write 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

• A 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 an equivalent.
• Working knowledge of 802.11 Wi-Fi and wireless standards, routing, and Wireshark.
• Solid grounding in TCP/IP, Ethernet, IPv4 and IPv6, subnetting, VLANs, and layer 2 switching and layer 3 routing.
• Ability to troubleshoot core protocols such as DNS, DHCP, ARP, ICMP, TCP/UDP and MTU, and to confirm end-to-end connectivity.
• Ability to analyze packet captures, device logs, event traces and diagnostic output to find failure points and root causes.
• Strong knowledge of wireless security, network segmentation, and 802.1X and RADIUS authentication, and how these connect with switching, routing and firewalls.
• Excellent written and verbal communication. You must be able to communicate in the languages the role requires.
• Ability to present product architectures, design proposals and options to senior managers and negotiate them.

Conditions

The role is onsite, mainly at a company office.

Accommodation requests are welcome at any stage of the application or interview process.

The company is an equal opportunity employer that makes decisions based on qualifications, merit and business need, and complies with laws on the use of arrest and conviction records.

Benefits

• Health and wellbeing benefits covering physical, financial and emotional needs for you and your family.
• Development programs to help you reach career goals, whether that means becoming a subject expert or moving into another division.