Technical Support Engineer

Qualifications
•Strong understanding of network fundamentals: HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, 802.11, firewalls, Ethernet/Cabling, PoE, and software systems
•Ability to communicate complex technical matters both orally and in writing
•Excellent customer service skills and ability to multitask and prioritize in a fast-paced environment
•Demonstrated problem-solving skills and attention to detail
•Bachelor's or Master's degree in related technical discipline: Networking, Telecommunications, Systems Administration, Information Technology, Computer Science, Computer Engineering, Electrical Engineering, or Cybersecurity from an accredited college

Responsibilities

•Working independently and collaboratively, you will solve technical issues and advise customers on our platform
•Responsibilities include troubleshooting complex customer environments, educating customers on system installation and configuration, collaborating with Engineers to identify and resolve bugs, providing crucial feedback to Product Management to drive product improvement, and creating knowledge base articles
•Full-stack troubleshooting of the entire LiveReach platform including, network, hardware, software, and electrical issues
•Provide best practice design, installation, and configuration expertise to enterprise customers
•Communicate technical matters to customers both orally and in writing
•Own customer issues from creation to resolution
•Collaborate with Engineering and Product teams to test new products and identify bugs
•Write technical knowledge base articles and whitepapers
•Staying up to date on the latest products and industry technologies
•Build tools and processes that will scale