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Production Support Engineer

Netgate is looking for a mid-to senior-level Production Support Engineer who is passionate about all aspects of networking and gets a thrill out of designing, implementing, and supporting large-scale, high-performance networks while being highly engaged with the customer every step of the way.

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Department: Support     Type: Full Time     Location: Worldwide

Production Support Engineer

Netgate is looking for a mid-to senior-level Production Support Engineer who is passionate about all aspects of networking and gets a thrill out of designing, implementing, and supporting large-scale, high-performance networks while being highly engaged with the customer every step of the way.

You are a highly capable, customer-facing engineer with an appetite for accuracy and are not afraid to go outside your comfort zone. You thrive on working with your peers and cross-functional teams and are able to motivate and encourage your colleagues around you. Ability to clearly communicate - both verbally and written - technical concepts and challenges to both technical and non-technical stakeholders is a must.

 

DUTIES AND RESPONSIBILITIES

WHAT YOU WILL DO:

  • Communicate with customers operating mission-critical networking environments via a trouble ticket and phone to analyze, troubleshoot, document root causes and assist in the efficient resolution of all customer issues as related to Netgate products and services.
  • Assists Netgate customers with defining product requirements, product integration, installation, configuration, testing, supporting, and documenting the equipment/network systems according to the design and specifications
  • Maximize customer's experience by troubleshooting network problems, working with customers to schedule upgrades, and collaborating with stakeholders on network optimization in conjunction with Netgate products and services
  • Create and maintain documentation for each customer as it relates to network configuration, deployment notes, product requirements, etc.
  • Conduct research into product issues as reported by customers to determine root cause and repeatability
  • Manage service requests by communicating effectively with customers at all levels of their organization in a timely manner
  • Communicate effectively with internal teams to relay findings, observations, and solutions to customer-reported problems
  • Support software development teams in pre-release testing efforts as well as validating bug fixes, regression testing, etc.
  • Document product defects using internal tracking mechanisms for submission to the software development team.
  • Other duties as assigned

 

REQUIREMENTS

KNOWLEDGE AND EXPERIENCE:

  • Five to seven years experience designing, implementing, managing, or supporting enterprise-level IP networks that include support of heterogeneous network environments (network capacity planning, security principles, and general network management best practices is a plus)
  • Expert knowledge of core routing and switching design principles, best practices, and related technologies, including modern network hardware, protocols, Internet standards, routers, switches (layer 2/3), firewalls, remote access, DNS, BGP, OSPF, EIGRP, VLAN, VPN, L2VPN, MPLS, QoS, etc.
  • Meaningful exposure to common cloud networks (AWS, Azure), virtualization (VMWare – ESXi, KVM)
  • Strong understanding of network secure protocols (SSL/TLS, SSH, IPSec/VPN, Ciphers)
  • Strong understanding of enterprise-class networks, switches, and routers (Cisco, Arista, Dell, Juniper, etc)
  • Strong interpersonal, written, and oral communication skills, as well as the ability to present ideas and solutions in user-friendly language to our customers and internal stakeholders
  • Experience writing and updating both system documentation and network diagrams

ADDITIONAL REQUIREMENTS:

  • Display professionalism and excellent customer service skills at every interaction – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious, and possess a deep reservoir of patience is required
  • Excellent critical thinking skills with the ability to come up with innovative ideas and solutions based on the customer's requirements
  • Ability to quickly understand complex or technical concepts
  • High-energy self-starter as well as a collaborative team player
  • Effective, strong presentation and communication skills, both verbal and written
  • Highly self-motivated and directed, with keen attention to detail
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment

 


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