Technical Support Engineer 3

• Triage and Resolve Customer Support Escalations from multiple inbound channels
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Build and maintain layer 2/3 network testbeds
• Understand features and reproduce customer issues
• File tickets on bugs found
• Analyze logs and pinpoint root causes
• Work with developers and drive solutions
• Excellent troubleshooting skills and the ability to analyze and resolve complex wireless network issues
• Strong communication and collaboration skills, with the ability to work effectively in team environment

• 4 years to 8 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education
• Strong knowledge required on wireless access points, good configuration and troubleshooting experience
• Strong understanding of Wi-Fi 802.11 networks
• Configure and troubleshoot wireless protocols, including 802.11a/b/g/n/ac/ax, WPA2/WPA3, and 802.1X authentication
• Technical Skills: 802.1x, RADIUS, 802.11 Wireless Standards, layer 2/3 switching and routing, TCP/IP, Wireshark
• Knowledge in Layer 2 and Layer 3 Networking
• Knowledge in 802.11 Wi-Fi standards
• Have working knowledge of core network protocols (TCP/IP, DNS, DHCP, ARP)
• BE /BA/BS/MS in CS/IT/EC/EEE /EECS or related subject area

Juniper Router & Switch Certifications is a plus

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