Technical Support Engineer
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Tech Support EngineerDuration: 6+ months (potential for conversion)Hire Type: Contract to hireLocation: Santa Clara, CADuties:Provide technical support to customers and partnersProvide configurations, troubleshooting and best practices to customersManage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely mannerProvide fault isolation and root cause analysis for technical issuesPublish technical support bulletins and other technical documentation in the knowledge baseReview 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 resolutionSet up equipment in the lab for replicationsSkills: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