Technical Support Engineer
Tech Support Engineer
Duration: 6+ months (potential for conversion)
Hire Type: Contract to hire
Location: Santa Clara, CA
Duties:
- Provide technical support to customers and partners
- Provide configurations, troubleshooting and best practices to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Publish technical support bulletins and other technical documentation in the knowledge base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel may be required to customer sites in the event of a critical situation to expedite resolution
Set up equipment in the lab for replications
Skills:
Excellent verbal and written communication skills and the ability to listen and understand a customer problem or question to help them solve itExcellent communication skills as it will be integral part of job (phone, email, documentation, etc.)Knowledge with TCP/IPGood knowledge with layer 4 protocols (TCP / UDP) Good understanding of MAC / ARP / NAT / Route tables