Description
Customer Support Network Engineer
Location: Eastern or Central US Time zone - Remote (WFH)
#LI-Remote
Company
DriveNets is a leader in cloud-native networking software for hyperscalers and service providers who are building the largest infrastructures in the world for network services, AI platforms and SaaS offerings. Founded in December 2015, DriveNets disrupted some of the most challenging high-scale markets, transforming the way networks are built, scaled, and consumed. DriveNets’ network cloud solution is deployed in more than half of AT&T’s backbone. DriveNets has raised $587 million in three funding rounds which enables us to dream big and bring on the most talented people.
The Role
Drivenets is currently seeking an inquisitive, technologically motivated, self-directed Customer Support Network Engineer to join our Customer Success Team. It will be your job to deliver exceptional customer experience to Drivenets customers both internally and externally.
In this Customer Support Network Engineering role, you will be part of a team that constantly adapts to new technologies, implements new solutions and systems, and provides support to disaggregated routing products.
Responsibilities
- Use creative problem-solving skills to help solve and implement required solutions and provide world class technical support as part of our growing front-line technical support team.
- Follow up with customers to verify solutions are successful and achieve the desired impact.
- Work with R&D to develop and test solutions, install, and test new products and versions worldwide.
- Collaborate with Customer Success team, Product Managers, and R&D to meet deadlines and ensure customer satisfaction.
- Summarize, communicate, and escalate the overall customer experience.
- Collaborate with other support engineers worldwide.
- Use your experience and initiative to help Drivenets continuously improve both processes and services.
Requirements
Technical skills:
- Bachelor’s Degree in a relevant technical field or combination of experience and industry certifications required.
- 5+ years of experience as Network Support Engineer.
- 5+ years of experience in implementing and troubleshooting routing protocols such as BGP, IS-IS and OSPF.
- Strong IP Networking experience - preferably from a VAR, OEM, Vendor supporting a Tier 1 or large Tier 2 telco service provider or MSO.
- Experience with Cisco or Juniper networking technology.
- Strong documentation experience to create Standard Operating Procedures along with other needed documents.
- Experience working within a large complex production networks.
- Familiarity with various forms of site-to-site connectivity (point to point, VPN, MPLS, etc.)
- CCNP/JNCIP Routing and switching certification – Advantage
Soft Skills:
- Be kind.
- Demonstrable empathy skills, including the ability to put yourself in the customer’s place, and see the situation through their eyes.
- Self-motivated with hands-on experience and the motivation to learn on the job
- Strong customer facing abilities including acting under pressure.
- Ability to work as part of a global team, and create checklists and procedures, incident handoff and follow-the-sun operating methodologies.
- Able to marshal resources and align cross-functional troubleshooting efforts to achieve customer commitments.
- Ability to manage several simultaneous activities while showing 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
