Technical Support Engineer

TL;DR

Technical Support Engineer (Networking): Provide technical support for hirify.global products, handling service requests via phone, email, and web with an accent on troubleshooting, problem-solving, and customer satisfaction. Focus on replicating issues, escalating complex cases, managing knowledge bases, and assisting with network configurations.

Location: Hybrid in Raleigh, North Carolina, United States. Ideal work hours: 12pm - 8pm EST. Weekends and some travel (5%) required.

Company

Global networking leader delivering cloud-driven networking solutions with AI, analytics, and automation, trusted by over 50,000 customers.

What you will do

• Provide technical support for all Extreme products and handle customer requests via phone, email, and web.
• Manage service requests through research, problem-solving, replication, and escalation.
• Update information repositories and knowledge base using KCS methodology.
• Assist customers with basic network configuration and product information.
• Drive continuous learning, results orientation, and teamwork.

Requirements

• Able to troubleshoot networking problems and deliver solutions with high customer satisfaction.
• General knowledge of Ethernet, LAN/MAN/WAN networks, and TCP/IP protocol.
• 1 year experience working directly with customers; knowledge of Windows and Linux/UNIX.
• Active Cisco Certified Network Professional (CCNP).
• Experience with Salesforce Service Cloud and delivering support via social-collaboration.
• Excellent written, verbal communication, interpersonal skills; ability to multitask and work independently.

Nice to have

• ENA, ENS, CCNA, CWNA or similar certifications.
• 1 year in Call Center or Service Center; knowledge of routing protocols (RIP, OSPF, BGP).
• Knowledge of wireless networks, security protocols, Windows Servers (Active Directory, IAS/NPS, DHCP, DNS).
• Familiarity with virtual machines and virtualization (VMware, Citrix, Red Hat, Microsoft).

Culture & Benefits

• Inclusive workplace embracing differences.
• Commitment to fostering an atmosphere where employees thrive.
• Opportunity to join a growing global networking leader.