Field Support Engineer - Chicago
Meru Networks - Chicago, IL

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Position Overview

The Field Support Engineer primarily provides onsite field support to Meru Networks customers and partners through in-depth troubleshooting, data gathering, analysis, and configuration. The Field Support Engineer also provides remote TAC support, when not onsite.

  • Customer-site support – Travel to customers locations
  • Diagnostics including taking wired and wireless packet captures and traces
  • Analysis of WLAN networks including architecture and network integration
  • Perform deployment, configuration, and integration of Meru Wireless products
  • Wireless LAN site surveys
  • Create wireless site survey reports and trip reports
  • Conduct network and system audits
  • Address customer satisfaction issues
  • Provide phone, email, and web support portal trouble ticket support to customers, and partners
  • Create and document best practices and technical solutions
  • Provide technical answers to customers on product operation, installation, and configuration
  • Troubleshoot complex hardware and software issues
  • Replicate customer network scenarios and network problems in the lab
  • Manage workload and other assignments efficiently while being able to resolve time critical situations reliably and professionally
  • Document technical issues and open bugs
  • Address customer satisfaction issues
  • Perform support related special projects

    • Approximately 50-75% travel, both domestically (primarily) and internationally (occasionally)
    • Previous field support experience for networking products
    • 5+ years of networking technical support required
    • Bachelor's degree in Computer Science or related field
    • Experience with WLAN, 802.11, TCP, UDP, DNS, DHCP, BGP, OSPF, RIP, Routers, Switches, Firewall, NAT, Multicasting, MPLS, Radius, AAA etc.
    • Experience with wired/wireless protocol analyzers and sniffers (Wireshark, AirMagnet, Airopeek)
    • Computer or networking certifications are a plus
    • Strong technical communication and customer service skills
    • Ability to manage multiple tasks simultaneously and work under time pressures
    • Ability to clearly document solution status and resolution.