Network Support Engineer – NetBrain

Founded in 2004, NetBrain is the leader in network automation. Its ground-breaking platform provides IT teams with end-to-end visibility into their hybrid network and streamline NetOps workflows through automation. Today, over 2,500 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform to automate network documentation, troubleshooting, and change management.

“NetBrain’s success is due to our people, and over the years, we have been fortunate to attract top talent because of our unique culture and exciting mission to transform the network management industry.” – Lingping Gao, Chairman and Chief Executive Officer of NetBrain

What We Offer

Competitive base salary, bonus, stock options, company 401k match, remote work flexiblility, fast, fun company culture

What We Need

A Technical Support engineer who will work firsthand with our valued customers to address their complex post-sales concerns where analysis of problems and data requires an in-depth evaluation of many factors in customer networks. You must be a critical thinker in understanding the methods, techniques, and evaluation of software and networking technologies criteria for obtaining results.

The Impact You’ll Make

You will help our customers troubleshoot the NetBrain platform in their unique network environment and assist with identifying network and software issues while ensuring consistent customer satisfaction. At the same time, you will gain exposure to many enterprise-level networks from a variety of clients and will have the opportunity to learn an evolving set of technologies from NetBrain and other industry leaders.

• Provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers via phone, email, and web
• Ensure customer issues are recorded, tracked, resolved, and customer follow-ups are completed in accordance with SLA
• Execute online customer support meetings to troubleshoot customer's network and software issues
• Collaborate globally with our team of Support Engineers to deliver solutions to customers in different time zones
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Services Engineering
• Participate in on-call rotation to provide after-hours support

• Bachelor’s degree with 3+ years of Software or Network Technical Support experience
• Minimum of CCNA or equivalent Network Certifications required, CCNP preferred
• Working knowledge of major vendor’s router, switch, and Firewall configuration and troubleshooting commands (Cisco, Juniper, Extreme, F5, Palo Alto, Checkpoint)
• In-depth experience in routing and switching (OSPF, EIGRP, BGP, VLAN, STP)
• Experience with security (IPsec, SSL-VPN, NAT, GRE)
• Knowledge of cloud Architecture (AWS/Azure), certification a plus
• Experience with basic Windows and Linux system administrative tasks
• Light scripting experience with Python, Perl, or Ruby and an automation mindset
• Fluency in English required. Mandarin, German or Spanish a plus

Compensation

$75,000-105,000 base salary