Customer Support Engineer


Overview:The primary job role of Customer Support Engineer is to work with customers to resolve any issues they may have related to Solera Networks products. Another key role is to work with the Engineering team to reproduce customer issues.

Job Description & Responsibilities:

  • Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams and provide feedback to the Engineering for improving the product quality and reliability
  • Setup the test environments as necessary for replication of the customer reported issues and provide the documentation on these setups to the Engineering teams
  • Work closely with the Q/A team to identify customer issues and test unknown issues raised via customer feedback
  • Work closely with the Engineering and the Product Marketing teams on new product introductions and remain technically competent with all Solera Networks products
  • Provide technical solutions and workarounds for end users and publish data for customer's self-help tools helpful in resolving issues
  • Collaborate with engineering and other teams to drive product supportability initiatives
  • Provide technical solutions and workarounds for customers and publish data for customer self-help tools

Qualifications:

  • Experience supporting or strong knowledge of networking appliances or applications
  • Experience supporting or strong knowledge of Linux
  • Excellent understanding of Ethernet, TCP/IP networking and protocols, routing and Internet security
  • Very strong trouble-shooting skill set
  • Good understanding of the topology of the Internet including routers, switches and network taps
  • Knowledge of and practical experience with RAID, Firewalls, IPS/IDS, VPNs, Mail Servers, web servers, SSL, and 802.11 wireless implementations
  • Ability to manage customers’ complex technical requirements
  • Ability to form close working relationships with customers and internal engineering departments
  • Knowledge of network security technologies
  • Extensive experience troubleshooting networking issues and components
  • Outstanding verbal, written and interpersonal communication skills

Education & Experience:

  • BS Degree in Software Engineering or related field
  • 3+ years experience in customer support relating to networking

About Solera Networks:Solera Networks is a fast growing software/hardware company based in Lindon, UT. We have developed industry-leading deep packet capture and stream-to-storage technology that is changing the face of network security, network management, network forensics, and lawful intercept! Solera Networks strives to attract, cultivate and retain exceptional talent and is now looking for an experienced customer support engineer with experience, talent and a good work ethic. If you are interested in a growth opportunity, we encourage you to apply.

Solera Networks Benefits:

  • Highly competitive compensation packages
  • Comprehensive benefits including Medical, Dental, and Life Insurance (100% funded by the company)
  • A dynamic and entrepreneurial environment with small company flexibility
  • Opportunity to expand your skill set and have an impact on the immediate and continuing success of Solera Networks

Location: Lindon, UT

Solera Networks, Inc. is an Equal Opportunity and Affirmative Action Employer

To apply for theCustomer Support Engineer position, please email us (subject: Customer Support Engineer) and attach your resume: jobs@soleranetworks.com