Customer Support Engineer

Title: Customer Support Engineer
Location: San Jose, CA
Duration: 3+ months

Description

Looking for a Data Center Solutions Customer Support Engineer (CSE) to join some of the industry's brightest minds in the service and development of today's most advanced Internet technologies. In this role, you will gain insight on the detailed functionality of Data Center Network Management products and partner with all distributed elements of the service chain.

Duties and Responsibilities
- Provide technical support for Data Center network management products to customers, partners, account teams, and other internal technical support teams.
- Handle a wide range of technical support problems from simple application or network configuration fixes to extremely complex troubleshooting and problem resolution.
- Utilize moderate to complex lab setups to recreate and solve problems.
- Submit complete and correct defect reports with collaboration and supervision.
- Work with minimal supervision and exercise judgment within defined procedures to determine appropriate action.

Technology and Product Knowledge
- Fundamental working knowledge of the networking industry, products and protocols. Some level of experience is preferred in the network management products, protocols, and solutions listed below:
- Network Management Products: LAN Management Solution (LMS) Data Center Network Manager (DCNM) nice to have
IOS Network Management Technologies: - Simple Network Management Protocol (SNMP)
Networking Protocols and Technologies:
DHCP and DNS Architectures
- LAN Switching and Data Center Switching Basics (Ether-channel, STP, VTP, VLAN Trunking) Thorough knowledge of TCP/IP Suite of protocols (IP, TCP, UDP, ICMP, ARP, FTP, HTTP etc.) Familiarity with Network Analyzers/Packet Level Diagnostics Tools/Debugging Tools
Java Application & Databases:
- Experience with troubleshooting DB issues Excellent skill set with troubleshooting Java application issues with logs Understanding of SQL language and its syntax
Operating Systems
- Good working level knowledge of Windows 2003/2008/2012 Server and Linux(RHEL/CentOS) Familiarity with VMware Infrastructure Shell scripting and understanding of networking commands on Linux machines
- Strong written, verbal, and listening skills. Customer support engineers must be able to calmly work with customers while handling critical network problems.
- Must be able to describe complex topics in a way that is appropriate to the expertise of the customer.
- Strong technical, analytical and troubleshooting skills and be able to determine the root cause of network problems.
- Must be able to review customer data in the form of network topologies, and crash, log, or other device files for anomalies. With the root cause identified, successful candidates must be able to deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction
- Must have excellent teamwork skills and be able to listen to, accept, and follow direction from more senior engineers.
- Must be able to effectively engaged resources outside their team to further the troubleshooting and resolution of issues which may include other technical support engineers, account teams, partners, and development engineers.

Please email resume to the below for immediate consideration.

Kim Nguyen
Experis,
408-369-4109
kimchi.nguyen@experis.com

Experis is an Equal Opportunity Employer (EOE/AA)