Locations – San Francisco, San Jose, Los Angeles, San Diego, Phoenix, Denver or Seattle (position can be located near any major Western US airport)
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. Meru first introduced its award-winning virtual cell wireless architecture in 2003 and Meru´s 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 major industry vertical markets, including Fortune 500 enterprises, health care, education, retail, manufacturing, hospitality and government. Meru is headquartered in Sunnyvale, Calif.
The Field Support Engineer primarily provides onsite field support to Meru Networks customers and partners through in-depth troubleshooting, data gathering, analysis, and configuration. The Field Support Engineer also provides remote technical support when not onsite.
This job requires up to 80% travel.
Responsibilities
Customer-site support – Travel to Customer Locations
* Diagnostics including taking wired and wireless packet captures and traces
* Analysis of WLAN networks including architecture and network integration
* Perform deployment, configuration, and integration of Meru Wireless products
* Wireless LAN site surveys
* Create wireless site survey reports and trip reports
* Conduct network and system audits
* Address customer satisfaction issues
Remote TAC Support
* Provide phone, email, and web support portal trouble ticket support to customers, and partners
* Create and document best practices and technical solutions
* Provide technical answers to customers on product operation, installation, and configuration
* Troubleshoot complex hardware and software issues
* Replicate customer network scenarios and network problems in the lab
* Manage workload and other assignments efficiently while being able to resolve time critical situations reliably and professionally
* Document technical issues and open bugs
* Address customer satisfaction issues
* Perform support related special projects
Requirements
* Bachelor´s degree in Computer Science or related field
* Approximately 50-75% travel, both domestically (primarily) and internationally (occasionally)
* Previous field support experience for networking products
* 5+ years of networking technical support required
* Experience with WLAN, 802.11, TCP, UDP, DNS, DHCP, BGP, OSPF, RIP, Routers, Switches, Firewall, NAT, Multicasting, MPLS, Radius, AAA etc.
* Experience with wired/wireless protocol analyzers and sniffers (Wireshark, AirMagnet, Airopeek)
* Computer or networking certifications are a plus
* Can multi-task extremely well in a fast paced environment
* Highly organized and detail oriented
* Troubleshooting and enhanced deductive reasoning skills
* Strong technical communication and customer service skills
* Ability to manage multiple tasks simultaneously and work under time pressures
* Ability to clearly document solution status and resolution
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