Enterprise Support Specialist

1 week ago


Boise, Idaho, United States Cradlepoint Full time
Job Summary

We are seeking a highly skilled Enterprise Support Engineer to join our team at Cradlepoint. As a key member of our support team, you will be responsible for providing top-notch technical support to our customers, troubleshooting and resolving complex network issues, and educating customers on best practices for utilizing our products.

Key Responsibilities
  • Provide post-sales support to customers via phone, chat, and email
  • Engage in pre-sales support with Sales Engineering to ensure seamless customer experience
  • Maintain detailed case management records using CRM
  • Participate in scheduled on-call rotation to ensure 24/7 support
  • Focus on educating customers on Company Best-Practices
  • Help facilitate training with internal resources and customers
  • Engage with multiple internal departments to ensure effective communication and collaboration
  • Contribute to technical writing, including documenting solutions, writing technical articles, and developing training materials
  • Stay current on the latest innovations and trends in IT, including wireless, security, and other relevant areas
  • Recommend enhancements to Company Products and Services
Requirements
  • Minimum of two (2) years of experience in a relevant field, or an Associate's degree in Network Administration, Network Engineering, IT Management, or Systems Administration
  • Understanding of networking concepts, including Layer 2, Layer 3, and Layer 4
  • Familiarity with basic VPN concepts, routing concepts, and common network services
  • Troubleshooting skills, including common command-line tools and understanding of troubleshooting flow best practices
Preferred Qualifications
  • Advanced knowledge of networking solutions, including Spanning-Tree Protocol, Router on a stick topology, IP Multicast, and Wireless Access Points
  • Advanced knowledge of firewall concepts, including Cloud-based packet inspection
  • Intermediate/advanced knowledge of network services, including SNMP agent functionality, SIP, PI, NMEA GPS sentences, and AVL
  • Advanced knowledge of VPN concepts, including IPsec, GRE, GRE over IPsec, SSL/TLS VPNs, and Software-defined overlay
  • Advanced knowledge of routing concepts, including OSPF, BGP, NHRP, DMVPN, and NEMO
What We Offer

Cradlepoint is committed to creating an inclusive work environment where all employees' differences are celebrated, their thoughts matter, and everyone feels safe to bring their authentic selves to work. We're proud to be an equal opportunity employer and aim to attract, develop, and engage top talent from a diverse candidate pool.



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