Tech Support Engineer (Tier 3 - First Shift)-VSS000030
OPCO Description
VSS Monitoring network packet brokers (NPB) improve the performance and efficiency of a broad range of network monitoring and security tools by providing the most advanced network-wide visibility, access and processing offload.
VSS Monitoring is a world leader in network packet brokers (NPB), providing a unique systems approach to enable network-wide and link-layer visibility, access and offload for a broad ecosystem of network monitoring and security tools. Deployed globally by Tier 1 service providers, F500 corporations and major government agencies, VSS Monitoring packet brokers improve tool usage and efficiency, simplify IT operations, and greatly enhance tool ROI. For more information, visit vssmonitoring.com
Description
HOURS: Full Time - First Shift Hours 07:00 AM To 16:00, 5 days per week (with some weekend coverage on rotation)
As a Tier3 Technical Support Engineer, you are responsible for solving the most challenging issues that our end users and resellers present to us for resolution. These often require staging of VSS equipment in our lab in order to reproduce the issue. You know how to simulate network traffic loads using tools such as Spirent, Smartbits, Colasoft, or other means to subject our hardware to real world Ethernet traffic.
JOB RESPONSIBILITIES:
• Become a key part of our most advanced technical support team.
• Direct technical assistance to both VSS partners and end users.
• Resolve customer reported issues involving VSS products as quickly as possible.
• Work with other staff members to solve problems.
• Use VSS products to simulate customer topologies.
• Use debugging tools to mimic customer network traffic.
• Keeping your cases histories up to date.
• Keep your customers updated on the status of their cases.
• Maintain your technical knowledge of evolving VSS products.
Qualifications
POSITION CRITERIA:
• You have either:
o Prior Tier3 technical support for a networking product
o Prior strong IT Network experience.
• Good working knowledge of network products such as switches, routers, or firewalls.
• Prior experience using salesforce.com to track cases.
• Professional, courteous, and polite in your dealings with customers and other staff.
• Written communications are clear, succinct, direct, and directly relate to the issue.
• Take pride in driving your assigned cases to resolution as swiftly as possible.
• Talented at solving complex problems that may involve non-VSS equipment.
• Prior experience designing complex filter solutions for customers such as Cisco ACLs.
• Prior experience supporting SNMP, RADIUS, and TACACS.
• Have used HTTP, HTTPS, TELNET, SSH, and SERIAL CONSOLE to support products.
• Highly skilled in the use of WIreshark to trouble shoot network issues.
• Prior experience with 10M, 100M, 1000M, or 10000M Ethernet speeds over Copper.
• Prior experience with 1000M or 10000M Ethernet speeds over MM or SM Fiber.
• Absorb what a customer writes in e-mail and incorporate that information in your e-mail response.
• Juggle competing demands on your time.
• Customers love working with you.
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher’s portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher’s 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: VSS Monitoring
Job Function: Sales
Primary Location: North America-United States-CA-San Mateo
Schedule: Full-time
OPCO Description
VSS Monitoring network packet brokers (NPB) improve the performance and efficiency of a broad range of network monitoring and security tools by providing the most advanced network-wide visibility, access and processing offload.
VSS Monitoring is a world leader in network packet brokers (NPB), providing a unique systems approach to enable network-wide and link-layer visibility, access and offload for a broad ecosystem of network monitoring and security tools. Deployed globally by Tier 1 service providers, F500 corporations and major government agencies, VSS Monitoring packet brokers improve tool usage and efficiency, simplify IT operations, and greatly enhance tool ROI. For more information, visit vssmonitoring.com
Description
HOURS: Full Time - First Shift Hours 07:00 AM To 16:00, 5 days per week (with some weekend coverage on rotation)
As a Tier3 Technical Support Engineer, you are responsible for solving the most challenging issues that our end users and resellers present to us for resolution. These often require staging of VSS equipment in our lab in order to reproduce the issue. You know how to simulate network traffic loads using tools such as Spirent, Smartbits, Colasoft, or other means to subject our hardware to real world Ethernet traffic.
JOB RESPONSIBILITIES:
• Become a key part of our most advanced technical support team.
• Direct technical assistance to both VSS partners and end users.
• Resolve customer reported issues involving VSS products as quickly as possible.
• Work with other staff members to solve problems.
• Use VSS products to simulate customer topologies.
• Use debugging tools to mimic customer network traffic.
• Keeping your cases histories up to date.
• Keep your customers updated on the status of their cases.
• Maintain your technical knowledge of evolving VSS products.
Qualifications
POSITION CRITERIA:
• You have either:
o Prior Tier3 technical support for a networking product
o Prior strong IT Network experience.
• Good working knowledge of network products such as switches, routers, or firewalls.
• Prior experience using salesforce.com to track cases.
• Professional, courteous, and polite in your dealings with customers and other staff.
• Written communications are clear, succinct, direct, and directly relate to the issue.
• Take pride in driving your assigned cases to resolution as swiftly as possible.
• Talented at solving complex problems that may involve non-VSS equipment.
• Prior experience designing complex filter solutions for customers such as Cisco ACLs.
• Prior experience supporting SNMP, RADIUS, and TACACS.
• Have used HTTP, HTTPS, TELNET, SSH, and SERIAL CONSOLE to support products.
• Highly skilled in the use of WIreshark to trouble shoot network issues.
• Prior experience with 10M, 100M, 1000M, or 10000M Ethernet speeds over Copper.
• Prior experience with 1000M or 10000M Ethernet speeds over MM or SM Fiber.
• Absorb what a customer writes in e-mail and incorporate that information in your e-mail response.
• Juggle competing demands on your time.
• Customers love working with you.
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher’s portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher’s 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: VSS Monitoring
Job Function: Sales
Primary Location: North America-United States-CA-San Mateo
Schedule: Full-time