• Enterprise Support Engineer

    Job Locations US-ID-Boise
    Posted Date 1 month ago(5/10/2019 1:34 PM)
    Job ID
    # of Openings
    Customer Service and Support
  • Overview

    Cradlepoint Enterprise Support Network Engineers will troubleshoot, escalate, and resolve customer issues regarding Cradlepoint products and/or services as well as educate customers on best practices when utilizing Cradlepoint.  They typically work full time, and in some cases may be required to work an On-Call schedule, which may include late nights and/or weekends depending on company needs.  Products and Services include, but are not limited to: Routers, APs, cellular connectivity, networking, and software services.  The successful candidate will enjoy a competitive salary and generous benefits that include health and dental insurance, 401(k) plan, paid time off, nine paid holidays, a flexible work schedule and casual dress environment.


    ·         Troubleshoot customer issues via the phone, chat, email and on occasion direct contact. 

    ·         Create and maintain case management records using CRM 

    ·         Provide information to customers about Cradlepoint hardware and services 

    ·         Train end users and partners in the proper use of Cradlepoint hardware and services 

    ·         Technical writing (i.e. documenting solutions, writing technical articles, developing training materials, etc.) 

    ·         Stay up to date on the latest innovations and trends in all areas of information technology (IT) (i.e. Wireless, Security, etc.) 

    ·         Recommend enhancements to Cradlepoint Products and Services


    ·         Minimum of two years’ experience, or Associate level degree in a relevant field, or equivalent combination of experience, education and relevant industry certifications

    o   Relevant fields include:  Network Administration, Network Engineering, I.T. Management and Systems Administration

    ·         Layer 2 and 3 network topologies and interworking (i.e. VLAN, STP, LLDP, etc.) 

    ·         Understanding of Virtual Private Networks and tunnel solutions (i.e. TLS, IPSEC, GRE, etc.)  

    ·         Network Security (i.e. UTM, Firewalls, IDS/IPS, SBC, ACL, NAT, PAT)  

    ·         Understanding of Enterprise grade networking equipment (i.e. Cisco, Juniper, Fortinet, Palo Alto, etc.) 

    ·         Understanding of major Operating Systems, including but not limited to; Windows, Mac OS/X and Linux 

    ·         Must enjoy working in a fast-paced environment with strong customer service skills

    ·         Excellent communication, interpersonal, organizational and presentation skills 

    ·         Fine attention to detail 


    Desired Skills:

    ·         Knowledge of Enterprise grade network software and/or services (i.e. DMVPN, BGP, OSPF, SNMP, DNS, AD, RADIUS, TACACS, PKI) 

    ·         Knowledge of Enterprise, Carrier or Public WiFi solutions (i.e. Meraki, Ruckus) 

    ·         Knowledge of Cellular Networking 

    ·         Knowledge of GPS and AVL systems 

    ·         Cloud Based Network Management Solutions  

    ·         Network and/or Customer Experience Analytics




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