Enterprise Network Support Engineer

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Enterprise Networking Support Engineer

Role Summary:

Our company is dedicated to revolutionizing the IT industry with powerful, integrated solutions designed for simplicity and efficiency. We provide a cohesive, centralized platform that seamlessly manages networking devices, security cameras, communication systems, and access control. This unified approach eliminates the complexity of integrating products from multiple vendors.

We are looking for highly skilled, customer-centric individuals with a deep passion for technology to join our Enterprise Support Team. In this position, you will be instrumental in supporting our largest customers, collaborating with internal teams to refine our products, and helping to shape the future of our technology by providing critical feedback on new developments.

A world-class User Experience (UX) is at the heart of everything we do. We seek candidates who possess not only strong technical acumen but also a profound sense of curiosity, self-motivation, and a commitment to building intuitive, user-friendly products.

Role Responsibilities:

As an Enterprise Networking Support Engineer, your duties will include:

• Providing expert technical support for our full range of products via phone, web chat, and email.

• Managing and resolving support requests for our premium enterprise customers from initial contact to final resolution.

• Educating clients on product features, capabilities, and best practices to ensure optimal performance.

• Troubleshooting and diagnosing complex technical issues, providing effective solutions and workarounds.

• Identifying and reproducing potential software bugs or user experience deficiencies for the engineering team.

• Maintaining current knowledge of our product portfolio and relevant industry technologies.

• Collaborating with key stakeholders to relay customer feedback and drive meaningful product improvements.

Role Requirements:

Must-Have Skills and Experience:

• A strong passion for technology and familiarity with modern networking hardware and software.

• Practical, hands-on knowledge of core networking principles, including routing, switching, security, and VPNs.

• A solid understanding of networking protocols (e.g., TCP/IP, WireGuard) and operating systems (e.g., Linux).

• Excellent troubleshooting skills combined with the ability to clearly explain technical solutions to diverse audiences.

• Adaptability and the ability to thrive in a fast-paced, dynamic environment with shifting priorities.

• A keen awareness of factors that influence user experience (UX) and customer experience (CX), with a focus on enhancing products and interactions.

• Exceptional written and verbal communication skills.

Ideal Education and Experience:

• A four-year degree, preferably in Engineering, Computer Science, or a related technical discipline.

• Hands-on professional experience in the networking industry.

• A proven track record of resolving complex customer issues through methodical, in-depth troubleshooting.