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About Meru Networks
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, offering a 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. Meru is headquartered in Sunnyvale, Calif.
We are seeking a self-motivated, flexible, team-oriented Level 1 Support Engineer. You will participate in all phases of the product lifecycle. With a growing customer base, we are expanding our skilled and dedicated support team. We offer an excellent opportunity to grow your career in technical support and be involved with one of the fastest-growing and exciting technologies, wireless LAN.
Level 1 Support Engineers respond to technical issues raised by our customers, partners and employees. Resolving customer issues routinely includes 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 the customer.
Successful candidates enjoy working with people, are 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.
Desired Skills/Experience
Solid understanding of common enterprise network architectures.
Ability to perform basic TCP/IP network troubleshooting including root cause failure analysis.
Linux, Microsoft, and Apple system proficiency
Strong case management using both automated and semi-automated systems.
Demonstrated strong oral, written, and interpersonal skills.
Preferred Skills include:
Working Knowledge of VoIP protocols; security protocols; VPN, Radius, WPA, WEP
Ability to use various software and hardware debugging tools. Participate in product teams to ensure product supportability and develop support methodologies.
Responsibilities
Troubleshoot and track technical issues.
Provide support to internal and external customers to build product/platform knowledge and resolve issues.
Stand-by for 7x24 support calls.
Escalate as required to ensure rapid resolution of open cases.
Maintain accurate and timely call records.
Education
BSEE or equivalent
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