Founded in 2004, NetBrain is the leader in no-code network automation. Its ground-breaking Next-Gen platform provides IT operations teams with the ability to scale their hybrid multi-cloud connected networks by automating the processes associated with Diagnostic Troubleshooting, Outage Prevention and Protected Change Management. Today, over 2,500 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform.
What We Need
A Technical Support engineer working a shift from 11:00am ET (8:00am PT) to 8:00pm ET (5:00pm PT) who will work with our valued customers to address their complex post-sales concerns where analysis of problems and data requires an in-depth evaluation of many factors in customer networks. We’re looking for a critical thinker who understands the methods, techniques, and evaluation of software and networking technologies. CCNA-level networking skills are required.
The Impact You’ll Make
You will help our customers troubleshoot the NetBrain platform in their unique network environment and assist with identifying network and software issues while ensuring consistent customer satisfaction. At the same time, you will gain exposure to many enterprise-level networks from a variety of clients and will have the opportunity to learn an evolving set of technologies from NetBrain and other industry leaders.
What You’ll Do
- You will work on individual support cases. Follow guidelines to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers via phone, email, and web.
- Ensure customer issues are recorded, tracked, resolved, and customer follow-ups are completed in accordance with SLA.
- Hold online customer support meetings to troubleshoot routine network and software issues.
- Collaborate with our international support team to deliver solutions to customers in different time zones.
- Collaborate with internal teams, such as Development, Sales, Quality Assurance, and Services Engineering, to ensure a positive customer experience.
- Contribute technical knowledge our growing customer facing Knowledge Base.
- Participate in on-call rotation to provide after-hours support.
- Collaborate with subject matter experts of different modules to find solutions to issues.
- Contribute technical knowledge to our growing customer facing Knowledge Base
Your Qualifications
- Bachelor’s degree Computer Science, Telecommunications, Information Technology or a related subject, or equivalent experience
- 2+ years of software or network technical support experience
- CCNA or equivalent Network Certifications required, CCNP preferred
- Working knowledge of major vendor’s router, switch, and Firewall configuration and troubleshooting commands (Cisco, Juniper, Extreme, F5, Palo Alto, Checkpoint)
- Experience in routing and switching (OSPF, EIGRP, BGP, VLAN, STP)
- Experience with security (IPsec, SSL-VPN, NAT, GRE)
- Knowledge of cloud Architecture (AWS/Azure), certification a plus
- Experience with basic Windows and Linux system administrative tasks
- Light scripting experience with Python, Perl, or Ruby and an automation mindset
- Able to work West Coast business hours
- Canadian Citizen is a plus
At NetBrain, we value innovation, collaboration, and customer-focus and we can only live those values through a culture that encourages diversity, equity, inclusion and belonging. It is our mission to hire great people regardless of skin color, gender identity, gender expression, religion, age, disability, marital status, veteran status, national origin, or any other consideration made unlawful by applicable laws. NetBrain is proud to be an Equal Opportunity Employer. We hope that you will apply to a job here that excites you no matter how you identify.
NetBrain invites all interested and qualified candidates to apply for employment opportunities. If you have a disability that prevents or limits your ability to use or access the site, or if you require any other accommodation in the application process due to a disability, you may request a reasonable accommodation. To make a request, please contact our People Team at: [email protected] and we will be happy to assist you.
FOR OUR UNITED STATES JOBS: In compliance with applicable laws, NetBrain conducts holistic, individual background reviews in support of all hiring decisions.
