• Enterprise Support Engineer - Melbourne, Australia

    Job Locations AU-CT
    Posted Date 2 weeks ago(11/5/2018 1:50 PM)
    Job ID
    # of Openings
    Enterprise Support
  • Overview

    Cradlepoint is a global leader in cloud managed wired, wireless, cellular and software defined networking.  As we continue to grow and scale our business we are seeking Enterprise Support Engineers for our Australian business. 


    Enterprise Support Network Engineers work daily with Cradlepoint sales, partners and customers in both a presales and post sales motion addressing customer questions and challenges with Cradlepoint Products and Services including, but not limited to: router selection and configuration, networking, cellular connectivity, and software services.  This position requires daily collaboration with inside and field sales, partners and customers.  Various tools and process are used to facilitate pre and post sales resolution.  Inbound and outbound calls, chats, and e-mails are used to determine the nature of the partner or customer's challenge/concerns and resolve them in an expedient manner.  Engineers will escalate and provide all necessary information to Senior Enterprise Support Engineers when applicable.  Other tasks include, but not limited to: contributions to knowledge services (i.e. knowledge-base, forums, Cradlepoint University), training for partners, definition of product feature request, etc.  In addition to technical experience the Enterprise Support Network Engineer must have good communication, interpersonal, organizational, and presentation skills; as well as be self-motivated and detail-oriented.


    *Position located in Melbourne Australia*


    • Provide pre and post sales technical support to partners and customers by interpreting and solving problems when reported by end users, partner, carriers, or internal stakeholders
    • Manage technical challenges during the Trial and Pilot phases of sales cycle
    • Pro-actively manage post sales cases by using tools provided; case management system, phone, chat, email
    • Conduct and manage escalations to senior engineers as needed
    • Work with Operations to facilitate the RMA (returns) process for partners and customers
    • Train end users and partners in the proper use of hardware and software
    • Technical writing (i.e. documenting solutions, writing technical articles, developing training materials, etc.)
    • Conduct competitive technical tear downs and documentation
    • Research the latest innovations and trends in all areas of information technology (IT) (i.e. Wireless, Security, etc.)
    • Recommend enhancements to Cradlepoint Products and Services
    • Provide information to partners and customers about products and services
    • Additional duties as assigned


    • At least 3 years of experience and associate level degree in a relevant field, or equivalent combination of experience, education, and relevant industry certifications. (Examples of relevant fields include but are not limited to: Network Administration, Network Engineering, I.T. Management, and Systems Administration)


    Desired Skills Include:  

    • LAN/WAN Layer 2 and 3 network topologies, interworking, and troubleshooting (i.e. MPLS, BGP, OSPF, EIGRP, LLDP, VLAN, STP, etc.)
    • Virtual Private Network and tunnel solutions (i.e. DMVPN, TLS, IPSEC, GRE, L2TP, etc.)
    • Proficiency in Microsoft OS, Mac OS, Linux and other regular packaged software
    • Configuring, installing, and troubleshooting Group Policy and DNS in an Active Directory environment
    • Configuring and troubleshooting Client Discovery and File Sharing
    • General knowledge of TCP/IP networking including: WAN/LAN routing, WiFi, and DHCP
    • General knowledge of Network Security (i.e. Firewall, PAT, and Content Filtering)
    • Network Security (i.e. UTM, Firewalls, IDS/IPS, SBC, ACL, NAT)
    • Understanding of Enterprise grade networking equipment (i.e. Cisco, Juniper, Fortinet, Palo Alto, etc.)
    • Experience with Cloud Based Network Management Solutions
    • Understanding of Enterprise grade network software services (i.e. SNMP, DNS, AD, RADIUS, TACACS, PKI)
    • Enterprise, Carrier or Public WiFi solutions (i.e. Meraki, Ruckus)
    • Understanding of 3GPP (HSPA+ LTE)/3GPP2(EV_DO) Broadband Wireless Data Architectures
    • Knowledge of GPS and AVL systems
    • Must enjoy working in a high pace environment with strong customer service skills
    • Excellent communication, interpersonal, organizational and presentation skills


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