Enterprise Support Specialist
7 days ago
We are seeking a highly skilled Enterprise Support Specialist to join our team at Cradlepoint. As a key member of our support team, you will be responsible for providing top-notch support to our customers, troubleshooting and resolving complex technical 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 with sales engineering teams to provide pre-sales support
- Maintain detailed case management records using CRM
- Participate in scheduled on-call rotations
- Focus on educating customers on company best practices
- Help facilitate training with internal resources and customers
- Engage with multiple internal departments, including R&D, sales, and sales engineering
- Contribute to technical writing, including documenting solutions and writing technical articles
- Stay current on the latest innovations and trends in IT, including wireless and security
- Recommend enhancements to company products and services
- Minimum of two years of experience in a relevant field, or an associate's degree in a relevant field
- Understanding of networking concepts, including Layer 2 and Layer 3
- Familiarity with basic VPN concepts, including client/server and site-to-site topologies
- Familiarity with basic routing concepts, including static routing and dynamic routing protocols
- Common network services, including NTP, SSH, and DNS
- Troubleshooting skills, including common command-line tools
- Advanced Layer 2 concepts, including Spanning-Tree Protocol and IP Multicast
- Advanced Layer 3 concepts, including NAT/PAT packet flows and IP packet header information
- Advanced firewall concepts, including cloud-based packet inspection
- Intermediate/advanced network services, including SNMP agent functionality and SIP
- Advanced VPN concepts, including IPsec and GRE
- Advanced routing concepts, including OSPF and BGP
We are committed to creating an inclusive work environment where all employees' differences are celebrated, and everyone feels safe to bring their authentic selves to work. We are an equal opportunity employer and aim to attract, develop, and engage top talent from a diverse candidate pool.
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