Technical Support Engineer, Opengear (Sandy, UT - Hybrid)
About The Position
Opengear is the market leader in secure remote access to connected IT networking resources with a reputation for best-in-class technical support. With rapid growth in the business, we need to scale our Technical Support and Customer Success organization. This role will add to our team in Sandy, Utah and deliver industry leading technical support to our global customers. Position We are looking for a Technical Support Engineer to assist our customers with technical problems when using our products and services. We require someone who enjoys a fast-paced environment and is a self-starter. Someone comfortable with working independently and thrives on getting things done. This position is accountable for supporting our worldwide customer base for Opengear products and helps us supporting our growing business. Location: Sandy, Utah United States (Hybrid)
Requirements
- Degree in Computer Networking, Engineering, Computer Science, Information Technology or related field or 3+ years related experience or an equivalent combination of experience and education.
- 3+ years' customer service (help desk) experience, specifically supporting one or more of the following:
- Basic electronics.
- Advanced routing.
- Security and VPN protocols like IPSec and OpenVPN
- Authentication protocols and multi-factor authentication
- Cellular and wireless technology
- Knowledge of various networking LAN/WAN principals, topologies and protocols
- Proficiency with Windows (Active Directory, networking).
- Knowledge on the Linux operating system (bash scripting, Shell commands, IPTables).
- Knowledge and programming experience with scripting languages like Python is desired.
- Experience working with virtualization and cloud platforms (VMware, AWS, Azure etc.)
- Working knowledge of SAML (OKTA, Azure Active Directory, One Login etc.)
- Proficient knowledge of Docker, Salt and Ansible
- Knowledge and experience with serial and IP for Out of Band networking
- Solid knowledge of computer hardware including RS232 serial communication.
- Proven troubleshooting skills and the ability to classify and clearly document problems
- Exceptional troubleshooting ability
- Ability to learn and effectively utilize customer support tools/resources
Nice To Haves
- Knowledge and programming experience with scripting languages with Python is desired
- Bi-lingual (Spanish) would be helpful.
Responsibilities
- Respond to and resolve daily customer support requests; which include phone, email, video chat, and other electronic media support
- Assist in handling live queue calls as needed
- Maintain high level of customer satisfaction
- Build technical knowledge base through customer interaction
- Learn and test new products and technologies as it relates to the Opengear product lines
- Provide technical training as required
- Maintain clear and concise ticket documentation with all required data and fields
- Prepare for and support new products within technical area, including creating documentation
- Participate in new product testing.
- Advise the Product Management and Engineering teams regarding customer needs and usability
- Setup, test and replicate customer's hardware, software, networking and application issues
- Be available for periodic on-call work during weekends
Benefits
- short-term incentive program
- new hire stock award
- paid parental leave
- open (uncapped) PTO
- hybrid work environment
- competitive medical, health & wellbeing and compensation offerings
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
