Please direct your responses to: http://hire.jobvite.com/j/?cj=oVByWfwK&s=Kit_List
Are you interested in working with a leader in one of the most dynamic hi-tech industries? Then read on! Meru Networks is a pioneer in the WLAN space, offering the most unique and cutting-edge wireless solution for enterprise-level needs.
Meru Networks develops and markets wireless LAN infrastructure solutions that use virtualization to deliver pervasive, high-fidelity wireless service for business-critical voice, video and data applications. The company first introduced its award-winning virtual cell wireless architecture in 2003 and Meru products embody a complete departure from typical hub-based WLAN approaches Meru offersa wireless solution with levels of performance, reliability, security and cost-effectiveness previously found only in wired networking environments. Meru´s solutions have been adopted in all major industry vertical markets, including Fortune 500 enterprises, health care, education, retail, manufacturing, hospitality and government.
We are seeking an experienced, self-motivated, flexible and team-oriented Senior Support Engineer to play a significant role in maintaining a high level of customer satisfaction for our customers.
You will participate in all phases of the product lifecycle. With a growing customer base, long term customer satisfaction depends upon you growing with this skilled and dedicated team.
You will need to respond to situations where first-line product support has escalated issues and customers are already engaged with our department. You will also assist other members of the team with technical issues that need further troubleshooting before escalating to Engineering. You will also ensure that customer relationships are managed through proactive rapid customer communication.
This is a highly technical role and deep knowledge of Linux and network configuration is required. Resolving customer issues will routinely include working in complex product and infrastructure configurations, problem troubleshooting and isolation, performance tuning and optimization, training the customers on product features, escalating product defects and issues and driving them towards resolution while managing customer's expectations.
We're looking for someone who likes working with people, is inquisitive, hard-working, customer-focused and interested in a variety of technologies. You should be a natural problem solver looking to grow as an individual and see customer issues as opportunities.
Duties Include:
• Ensure client expectations are properly managed and technical issues are resolved to the client´s satisfaction in a timely manner.
• Write technical documents such as service and product FAQ´s, guides, and manuals
• TCP/IP network administration and troubleshooting including root cause failure analysis for 802.11 wireless networks, both the RF elements and control elements
• Analyzing data traces from protocol analyzers and System administrator level TCP/IP networking experience.
• Answer client technical inquiries (phone and email), and have the ability to effectively communicate to both clients and internal personnel while working under pressure and with time constraints.
• Master Meru Network's product capabilities and serve as the subject matter expert within the support organization
Requirements:
• 4 + years supporting enterprise customers
• Working experience with industry standard networking technologies is highly desirable
• Knowledge of wireless (802.11 a/b/g) infrastructure systems preferred. 802.11 network design, including routers, bridges, switching, VLAN and access points.
• Strong UNIX system administrator experience (Linux)
• Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues.
• Ability to persuade and influence others both within Support and Development and outside these groups
• Must work well in a fast-paced environment with dynamic priorities.
• Analytical, troubleshooting and problem solving skills are necessary.
• Strong negotiation and conflict management skills
Please visit http://hire.jobvite.com/j/?cj=oVByWfwK&s=Kit_List to apply.
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