Respond to customer product inquiries via telephone or in written, internet-based email.
Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
Interpersonal skills and product knowledge and expertise are critical to responding to daily customer-centric activities.
Troubleshoot problems with hardware equipment and software applications and recommends corrective action.
Document customer communication and recurring technical issues to support product quality programs and product development.
Qualifications
Working knowledge of networking industry, products, and protocols
Minimum of 1-7 years hands-on experience and a combination of the following; designing, deploying, configuring, supporting, troubleshooting, debugging and administering the following network protocols and technologies:
Minimum education is a MS in a technical field (CS/EE/ITP preferred). Industry certifications preferred. Prior TAC experience preferred.
Experience with troubleshooting tools such as IXIA, tcpdump, and Wireshark (or similar packet generation and analysis tools) is highly desired
A strong comfort level with Linux is highly desired
Familiarity with programming/scripting (C++, Java, Python, Perl, JavaScript, shell) a plus