Support Product Expert – Routing & Networking

Position Summary: 

DriveNets is currently seeking an inquisitive, technologically motivated, self-directed Support expert to join our Support team. It will be your job to deliver exceptional customer experience to DriveNets customers both internal and external, running our award-winning products. It shall be your primary responsibility to ensure systems reliability, scalability, and performance in an enterprise environment. This position requires a high degree of independence; customer-facing abilities included frequent customer communications. The Support expert is expected to provide fast workaround solutions, and also long-term product improvements.  

Primary Functions: 

• Provide world class technical service.
• Use creative problem-solving skills to manages customer cases and activities.
• Troubleshoots and analyzes network-related performance issues.
• Provides feedback to improve existing architecture to deliver a scalable, highly reliable network.
• Provide work-around for network issues.
• Helps develop and implement ongoing process and procedures.
• Stays current with latest trends in technology and the management and integration of those technologies.
• Work with R&D to develop and test solutions, install and test new products and versions worldwide.

Qualifications:

• Bachelor’s Degree in a relevant Technical field or combination of experience and industry certifications required.
• 3-5+ years of experience as Network Support Engineer.
• Expert knowledge of routing protocols including BGP, OSPF, MSDP, IGMP and PIM.
• Strong IP Networking experience - WAN experience preferred.
• experience with both Cisco and Juniper networking technology.
• Strong documentation experience to create Standard Operating Procedures along with other needed documents.
• Experience working within an Enterprise-level environment and Tier1 customers.
• Familiarity with various forms of site-to-site connectivity (point to point, VPN, MPLS, etc.)
• At least 4 years of experience working with complex, high performance networks with many sites (data centers and/or branch locations) 
• Cisco UC experience - Advantage
• CCNP Switching routing certified - Advantage

Skills/Abilities:

• Motivated and self-learner through hands-on experience and on the job learning.
• Highly Customer facing abilities including acting under pressure.
• Proven track record working in a team environment and independently
• Ability to manage number of simultaneous activities while demonstrating accountability, upholding strict SLAs.
• Strong attention to detail and problem-solving skills with quick adaptation to change.
• Solid communication and interpersonal skills – personable, effective communication style required with presentation experience.
• Excellent English spoken and writing skills.