Brocade Communications Systems, Inc. Technical Support Engineer in Mexico
A Major Technical Support Engineer works on highly complex & critical issues in large service provider environment working closely with customers’ wireless Operation/Support teams, SEs and internal engineering team.
This position is both reactive and proactive technical support with customer site travel as required. This position can be located at HQ or remote or may needs to work from customers’ premise. Individual must work independently with clear judgement on each step of the resolution activities for a reactive issues with minimal supervision. The work hours must be flexible to meet assigned customers’ business hours and also may require to work off hours. In addition, a Major Technical Support Engineer works with customer’s NOC team on SW upgrades and proactively plan on loading patches and fixes to prevent technical issues.
A TSE must be fluent both in oral and written communication. It is critical to provide ongoing updates to customers, internal management and business executives on the progress of resolution activities to critical issues that are impacting the NOC operation and end users.
The Engineer must possesses expert wireless/edge switches networking knowledge with extensive customer interaction with highly complex problem solving experience in a WiFi 802.1x protocol, including extensive hands on experience on Routing/Switching/Security/Data Center Networking. As a primary role, a Major Support Engineer needs to promptly troubleshoot, isolate the root cause and resolve complex large carriers, MSPs and enterprise customers’ WIFI issues which require deep dive on Layer 2 protocols and frames and Layer 3 protocols/packets.
Responsible for promptly troubleshooting and isolating a root cause and providing a resolution to escalated customer issues.
Required to interact with the customer in collecting the logs and network data (packets) and analyzing the data in isolating network issues
Develop software scripts to automate capturing critical data/logs
Replicate customer technical environment in the Support lab to recreate customer issues
Work closely with engineering in debugging the logs and collect data in isolating SW/HW defects and follow through on delivering a fix to customers in critical situations
If required, provide in-person, on-site support to customers who are experiencing major wireless issues impacting their user experiences. Collaborate with product engineering organization to fix and test critical product defects for resolution
Develop Knowledgebase (KB) on the complex problem resolutions to be shared with the customers and other TSEs
Provide on-going regular updates to Sales, internal management and the customer on the progress of assigned critical cases
Must have flexibility in work hours to work on customer issues and travel to customer sites if required or may be required work on customers premise
This is a proactive support which requires to work with the customers in planning and upgrading SW / fixes
Must have extensive work experience in working on large wireless service providers
Expert level in wireless 802.1x (b, n, AC, k, r) protocols, WLAN security (WPA, WPA 2, AES), SSL certificate, Smart Roam, LAN/WAN TCP/IP, https networking
Extensive troubleshooting experiencing in Wireless RF channelization on 2.4 GHz and 5GHz frequencies including transmit power, Beam forming & Band balancing, Client Secure authentication, RADIUS, LDAP, HOT SPOT, Guest network, EU On boarding, Wireless features and configuration
Hands on experience in Layer 2/Layer 3 Switch/ Virtual Switch (Port, LAG, VLAN, Stack trunk links and Spanning tree configuration), Router, DNS, DHCP, Proxy, Firewall, Gateway, Wireless VOIP and VOD
Experience in writing scripts in Linux platform using Pearl, Python and JAVA
System experience in Windows & Linux server platform, Virtual platform (VM, KVM), Azure, AWS & GCE Cloud platform
Lastly, it is critical to have high level of communication and customer relationship building skills
Require to travel 10 -25%
Title: Technical Support Engineer
Requisition ID: 170839