Field Technical Support Engineer II

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate computer-based technologies and resolve intricate engineering challenges for clients and business partners.

• Set up IPs and tailor customer configurations, which include DHCP, LDAP, and authorization/authentication requirements.

• Create custom deployment scripts utilizing shell script, Python, APIs, and Ansible.

• Examine product data and firmware versions, implementing onsite fixes in line with network security vulnerability standards.

• Design test routines for Access Products for both customers and developers.

• Decode diagnostic information and log files to pinpoint failures.

• Implement firmware/software updates and bug repairs.

• Utilize network debugging tools to address and rectify deployment failures.

• Collaborate with developers and network support personnel on IP designs that lead to access product failures.

• Assist in customer IP and naming schemes, while also generating custom scripts.

• Facilitate cross-functional deployment project teams.

• Serve as the primary contact for enterprise account support needs.

• Establish relationships with customer technical personnel and management.

• Formulate strategic plans for customers and identify potential growth opportunities.

• Provide technical services to customers and handle escalations with Product Management and Professional Services.

• Manage open support cases until resolution is achieved.

• Mentor and develop team members.

• Collaborate with Product Management to prioritize customer needs and align product strategies with customer roadmaps.

• Uphold technology and product standards as well as best practices.

• Coordinate support efforts among customers, support teams, product management, and account teams.

• Conduct regular check-in calls and quarterly health checks for customers.

• Monitor customer status, time allocation, and resource management.

• Travel up to 30–40% of the time; manage support cases while not traveling.

⛳️ Requirements

• Degree in Engineering, Network Technology, or a related field; or a comparable mix of education and experience.

• 2-5 years of experience in a customer-facing role, such as enterprise customer support or technical consulting.

• Fundamental technical knowledge of data center facilities components.

• Understanding of data center IT components and interconnections, involving servers, blade chassis, network switches, and rack PDUs.

• Knowledge of data center networks and protocols, including IP subnetting/VLANs and SNMP.

• Proficient in Linux user/admin capabilities.

• Strong networking comprehension, covering configuration, integration, and diagnostics, with an emphasis on TCP/IP and HTTP(S).

• Familiar with SSH, HTTPS, TELNET, Console Server, and KVM.

• Knowledgeable in firewall, NAT, authentication, and authorization.

• Familiar with SNMP, including MIB browsers, MIB sets, MIB gets, SNMP walks, and SNMP traps.

• Acquainted with hypervisor technologies like VMware, Hyper-V, KVM, and Proxmox.

• Exceptional written, verbal, and presentation abilities for engaging with technical and management clients.

• Robust organizational skills to juggle competing client demands, priorities, commitments, and projects.

• Capability to troubleshoot technical issues and determine the best approach to resolution.

• Customer service-oriented mindset with experience in business development and customer relationship management.

• Ability to foster collaboration across teams, both in-person and virtually.

• Strong analytical skills concerning technical and project management matters.

• Willingness and ability to travel.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• High employer contribution to 401K plans.

• Paid time off (PTO) and holiday remuneration.

• Short-term and long-term disability insurance plans.

• Generous paid maternity and parental leave policies.

• Bonus opportunities in line with the Company's incentive programs.

• Paid volunteer time off.

• Access to an Employee Resource Group network.