As a Network Support Engineer, you will provide exceptional technical support for our growing client and partner base. As a confident and outspoken decision maker, you will investigate and resolve problems for the entire Meraki product line, including our wireless access points, security appliances, switches, and other technologies. Our support engineers are foremost problem-solvers, passionate about networking, and we seek hard-working, and tech-savvy individuals to build upon our always growing product lines and teams. Our customer-facing role will expose you to a diverse group of teams within Meraki - including but not limited to Engineering, Product Management, and Sales - providing opportunities for career growth in a lively and fast-paced environment.

Within our Support Team, we see the problems our customers experience first hand, and we are able to influence the direction of our organization and products! We are looking for people who like to take charge, plan, and guide others through sophisticated problems, and can both teach and learn from those around them. Successful Support Engineers have previous experience in supporting or testing LANs, VLANs, VPNs, NAT devices, APIs, DHCP servers, experience installing and solving problems with WiFi networks. Additionally, they also have the ability to multi-task while thinking on their feet.

Responsibilities

• Effectively work alongside third parties such as partners and customers regarding technical issues and customer service inquiries, primarily over the phone and in writing.
• Diagnose and solve wireless, security, switching, and other various network-related issues reported by Cisco Meraki customers and partners.
• Own each customer case from initial creation to resolution.
• Collaborate with other support team members to fix network outages, incorrect configurations, and sophisticated networking issues on customers' devices.
• Read and analyze packet captures using Wireshark.
• Work with our engineering and product management teams to diagnose and resolve critical, escalated issues.
• Understand and use Linux console commands to identify and resolve issues with Meraki devices and Meraki Dashboard services.
• Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
• Stay up to date on Meraki features and technology by completing instructor-led and self-paced training modules.

Qualifications

• A foundational understanding of and firsthand experience with network technologies including firewalls, content filters, routing/switching, VLANs, VPNs, and 802.11a/b/g/n/ac wireless.
• Detailed and thorough comprehension of networking protocols including TCP, STP, ARP, Ethernet, OSPF, etc.
• Experience supporting or testing LANs, VLANs, 802.11 wireless networks, VPNs, NAT devices, & DHCP servers.
• Outstanding written and verbal communication skills.
• Ability to clearly and concisely articulate both technical and non-technical concepts to third parties.
• Outstanding customer service skills.
• Excellent time management, follow-through, and attention to detail.
• Experience in computer networking-related problem solving, critical thinking, and troubleshooting.
• Ability to multitask and work under stress.
• Working towards or have a bachelor's degree in Computer Information Technology, Information and Computer Technology, Networking and IT Security, or a related field.
• Networking certifications a plus: CCNA, CCNP, CWNA, etc.