Network Support Engineer or Ann Arbor, MI

Position: Network Support Engineer  or Ann Arbor, MI – 90K to 130k
Network Support Engineer - Boston Ma or Ann Arbor, MI – 90K to 130k Hybrid, 2nd

Shift: 1:00pm-9:00pm, Monday – Friday Compensation Commensurate with experience, bonus, benefits, EOE, diverse highly educated culture. Candidates must be a U.S. citizen or national, refugee, asylum, or lawful permanent residents.

Principals ONLY. NO Corp to Corp (c2c)
The Technical Support Engineer relies on experience and judgment to plan and perform a variety of tasks in support of companies' products and Services. Specifically, the Technical Support Engineer is responsible for providing pre and post-sales technical support for customers, end users, resellers, and support partners.

RESPONSIBILITIES
• Troubleshooting, diagnosing, and resolving technical customer issues associated with Companies Networks’ equipment.
• Handling and resolving new customer cases via Support CRM System
• Replicating issues and testing customer configurations in a lab environment,
• Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers.
• Interfacing with other technical support personnel, engineering, and product management to escalate and resolve issues.
• Performing remote upgrade activities.
• Providing feedback from customers to product management and engineering teams via appropriate systems
• Handling customer technical escalations
• Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.
• Participating in ATAC off-hours on-call rotation if needed.
• Traveling, as required, to customer sites to resolve customer issues.
• Customer focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively.
• Outstanding customer service and advanced written and verbal communications skills.
• Strong Interpersonal, Teamwork, process development, and network troubleshooting skills.

QUALIFICATIONS
• Bachelor’s degree and experience in technical support functions with strong fundamental understanding of telecom network and routing environments.
• Intermediate knowledge of Linux and/or Solaris Operating System.
• Advanced Networking Skills Required - This includes a strong understanding of the protocols surrounding IP service provider networks. These skills should include.a. TCP/IP fundamentals,b. IP subnetting and super netting and hierarchical routing principles,c. Routing protocol operation (OSPF, IS-IS, and BGP-4),d. Routing policies at BGP peering points,e. VPNs and the associated tunneling technologies (L2TP, MPLS, etc.),f. Hands on configuration experience with Cisco and Juniper switches and routers preferred.
• Understanding of TCP Protocols and Web (HTTP, HTTPS), API (SOAP, XML, REST), Email (POP/POP3, SMTP, IMAP/IMAP4), Database (MySQL, MS SQL, Oracle) & Other (Telnet, SSH, FTP). Have a solid knowledge of these protocols, and how they are used.
• Knowledge of and/or ability to learn up to intermediate level of python to be able toThe job of Technical Support Engineer also requires:
• Customer focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively.
• Outstanding customer service and advanced written and verbal communications skills.
• Participation in the Support Off-Hours On-Call rotation is required.
• Strong multitasking skills.
• Strong Interpersonal, Teamwork, and process development skills.
• Strong analytical/critical thinking skills.
• Ability to work across multiple hardware and software platforms.
• Provide leadership and issue management on large customer outage calls.

Diversity and EOE Statements
• Our…