Tech Support Engineer (Tier 2 - Third Shift)-VSS000029
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 - Third Shift Hours 23:00 To 08:00, 5 days per week (with some weekend coverage on rotation)
As a Tier2 Technical Support Engineer, you provide solutions and direction to Tier1 tech support engineers. You work with customers directly to solve configuration questions, resolve issues, identify and report product defects.
JOB DESCRIPTION:
• Become an important part of our expanding technical support team.
• Provide technical solutions to Tier1 tech support engineers.
• Work with customers on escalated, more complex issues.
• Work with other staff members to solve problems.
• Use VSS products to simulate customer topologies.
• Use debugging tools to mimic customer network traffic.
• Keep 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
CRITERIA:
• Prior Tier2 Technical Support experience with multiple speed Ethernet networking products.
• 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 are solving complex problems that may involve non-VSS equipment.
• Prior experience designing complex filter solutions for customers such as Cisco ACLs.
• 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 - Third Shift Hours 23:00 To 08:00, 5 days per week (with some weekend coverage on rotation)
As a Tier2 Technical Support Engineer, you provide solutions and direction to Tier1 tech support engineers. You work with customers directly to solve configuration questions, resolve issues, identify and report product defects.
JOB DESCRIPTION:
• Become an important part of our expanding technical support team.
• Provide technical solutions to Tier1 tech support engineers.
• Work with customers on escalated, more complex issues.
• Work with other staff members to solve problems.
• Use VSS products to simulate customer topologies.
• Use debugging tools to mimic customer network traffic.
• Keep 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
CRITERIA:
• Prior Tier2 Technical Support experience with multiple speed Ethernet networking products.
• 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 are solving complex problems that may involve non-VSS equipment.
• Prior experience designing complex filter solutions for customers such as Cisco ACLs.
• 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