Senior Network Support Engineer
About Ubiquiti
At Ubiquiti Inc., we create technology platforms for Businesses, Smart Homes, and Internet Service Providers, driven by our goal to connect everyone, everywhere. To date, Ubiquiti has shipped over 100 million devices worldwide, from ISP networking products to next generation of IT solutions. Our growth is made possible by the dedicated team of hundreds behind the scenes. From software developers and product managers to designers and strategists, Team UI is driven to achieve our common goal: Rethinking IT. At Ubiquiti, you’ll heighten your potential and broaden your horizons - all while shaping the future of connectivity.
Company Website:
About the Role
Our goal is to have a technical support team that goes far beyond the tiered support model and breaks the standard Network centre support stereotype. Our team here at Ubiquiti Inc. works in a non-siloed environment keeping the Agile methodologies in view thus eliminating the delays in reaching out to a resolution for a problem, ultimately resulting in raising satisfaction and achieving customer success.
Responsibilities
- Support all of Ubiquiti’s Unifi Network and Unifi OS product lines to diagnose and tackle various network-related and product-related issues reported by Ubiquiti customers.
- Provide support on customer cases with full accountability on escalation cases raised by the Tier 1 teams and facilitate discussions with the Product development teams (as and when needed).
- Investigate areas of misalignments or issues that are critical dead-ends and provide suggestions to mitigate them.
- Identify issues through support trends and suggest corrective actions to:
- Prioritise resolution of specific high-touch issues.
- Share ideas to enhance the product UX.
- Provide suggestions to make the UI more intuitive.
- Perform their own lab recreates in our internal lab setup as part of the troubleshooting, as and when necessary.
- Provide support and mentoring to the Tier 1 team members in complex troubleshooting scenarios.
- Stay up to date on latest features and trending technology, participating in team communication, and keeping up with enterprise and networking trends.
- Work closely with other members of Customer Engineering as well as both Software and Hardware development teams in diagnosing problems and communicating them in multiple technical contexts.
- Interpersonal skills and product knowledge are critical to responding to daily customer-centric activities.
- Read and analyze packet captures using Wireshark/tcpdump to resolve sophisticated networking issues on customers' devices.
- Document customer communication and recurring technical issues to support product quality programs and product development.
- Use acquired knowledge to suggest and contribute to Knowledge Base articles.
Knowledge and Experience
- Knowledge of the networking industry, products, and protocols.
- Knowledge of the following network protocols and technologies: TCP/IP and OSI model, IP Address and Subnetting, ARP, DHCP, DNS, POE (IEEE 802.3af/at/bt), ICMP, IPv4 & IPv6, and IEEE 802.1Q trunking, Wireless LAN Fundamentals, VPN, NAT/PAT, etc.
- Knowledge of troubleshooting utilities such as Ping, Traceroute, Wireshark (or similar packet capture and analysis tools) is highly desired.
- Proven work experience to troubleshoot complex and dynamic customer environments
- Expertise in balancing the communications needs of each customer case.
- Have a strong analytical mind and the ability to triage.
- A high aptitude for both learning and teaching is required.
- Excellent written and verbal communication skills are a must.
- Ability to clearly and concisely articulate matters to customers.
- Outstanding customer service skills.
- Excellent account management, follow-through, and attention to detail.
- Ability to multitask and be adaptable to work in a fast-paced environment.
- 1+ years of experience in computer networking-related problem-solving, critical thinking, and troubleshooting.
Education
- Bachelor's/Master's Degree in Engineering/Computer Science/IT is preferred but not mandatory.
- Networking certifications are a plus.
Work Location & Shift:
Gurgaon & Mumbai (Work from office)
Night Shift
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