Advanced Customer Engineer – Critical Account Team Full Time NEW

We are hiring senior level Advanced Customer Engineering (ACE) engineers to work with our largest and most important customers. This position will be primarily responsible for working with our Critical Account Program customers. This work includes senior level case oversight/review, facilitating software engineering needs for defects, remote and/or fly and fix support when these customers run into issues that our support team can’t fix remotely, customer is frustrated and/or the customer doesn’t have the tools needed for data collection. You must be able to effectively deal with high pressure situations and know how to manage frustrated customers.

• Working with our Critical Account Program customers acting as the senior technical resource
• Identifying sub-optimal designs and/or misconfigurations and consulting on plans to correct
• Working with engineering escalations teams and customers while remote or onsite to identify and troubleshoot issues and/or software or hardware defects
• Build strong customer relationships and become a trusted advisor
• Build strong relationships across the wider internal organization
• Be very collaborative with your teammates

• Bachelor’s degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent experience
• Typically, 10+ years’ experience
• A deep understanding of one or more of the following areas of enterprise networking: Modern enterprise network design, implementation and troubleshooting, including DNS, DHCP, spanning tree, network access control technologies, including 802.1X, IGRP routing protocols and remote access technologies including IPSec and/or SSL VPN
• 802.11 wireless solutions, including design, implementation and troubleshooting in all current industry protocols including 802.11b, 802.11g, 802.11a, 802.11n, 802.11ac and 802.11ax
• Security solutions, including IPSec, SSL/TLS, Public Key Infrastructure/Certificates, 802.1X, radius and LDAP directories, as well as how they are implemented in networking environments
• Using, evaluating, and developing appropriate engineering design tools and software packages
• Excellent analytical and problem-solving skills
• Conducting reviews of customer configurations and quickly identifying issues
• Strong history of troubleshooting with customers
• Must have demonstrated the ability to pick up additional skillsets outside of comfort zone
• Excellent written and verbal communication skills
• mastery in English and local language
• Must be willing to work as part of larger team
• Flexibility, adaptability and a positive attitude

Vendor and/or Industry certifications

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion