Customer Success Engineer - Networking
Graphiant
Customer Service, Sales & Business Development
Posted on Nov 22, 2024
Graphiant is changing the networking industry, and you will be part of the charge to drive evolution. You will collaborate with industry leading engineers to build a development and deployment infrastructure for the best product portfolio in the industry. Enterprise wide-area networking is primed for a new paradigm with the introduction of software defined networking architecture to deliver agility, performance, services, and software innovations.
Reports To
Customer Success Manager
The Team
As a key member of the Graphiant customer success and engineering team, you will work closely with customers and internal stakeholders to drive the adoption and success of Graphiant's cutting-edge technology solutions.
The Work
In this role, you will be responsible for ensuring that customers successfully deploy, optimize, and troubleshoot Graphiant’s innovative networking solutions. You will:
- Serve as the go-to subject matter expert for customers on Graphiant's NaaS services, ensuring smooth deployment and operational success
- Collaborate with cross-functional teams, including engineering, QA, and system engineers, to solve complex customer issues
- Provide proactive troubleshooting support, diagnose network issues, and implement performance tuning and optimization
- Write and maintain network tools, interfaces, and scripts to automate and streamline customer environments
- Perform integration testing to replicate customer use cases and validate software functionality
- Document configurations, bugs, feature requests, and system designs, ensuring transparency and knowledge sharing within the team
- Stay updated on the latest networking technologies, trends, and best practices to continuously improve both your technical and interpersonal skills
Competencies
- Strong analytical skills with the ability to break down complex networking problems and develop effective solutions
- Excellent communication skills to explain technical concepts and guide customers through troubleshooting processes
- Proven ability to remain composed and effectively address customer concerns in time-critical situations
- Collaborative mindset, working seamlessly with internal teams to address customer needs and challenges
- Strong programming experience, particularly with networking-related tools and languages such as Python, Perl, or Java
- Experience with networking protocols such as TCP/IP, DNS, DHCP, BGP, and OSPF
- Familiarity with network security principles, including encryption, firewalls, and VPNs
- Exposure to packet analysis tools like Wireshark or tcpdump is a plus
- Ability to quickly learn new concepts and apply analytical troubleshooting skills to resolve complex networking issues
Experience
- Bachelor’s degree in Computer Science, Information Technology, Network Engineering, or a related field, or equivalent practical experience
- 1-2+ years of scripting experience
- 1-2+ years of customer service/support
- Experience in customer support or a technical troubleshooting role, ideally within a networking context
- Understanding of the OSI model and core networking concepts
- Certifications such as CompTIA Network+, Cisco CCNA, or equivalent are a plus
- Familiarity with cloud platforms like AWS, Azure, or Google Cloud, and their networking capabilities is a plus
- Experience with both Windows and Linux operating systems, especially related to networking tools and configurations
- Strong understanding of networking fundamentals (e.g., OSI model, IP addressing, routing, and switching)
- Familiarity with networking protocols such as TCP/IP, DNS, DHCP, and HTTP
- Experience with routing protocols such as BGP and OSPF is a plus
- Programming experience in languages such as Python, Perl, or Java
- Knowledge of network security principles (e.g., encryption, firewalls, VPNs)
- Experience with packet analysis tools (e.g., Wireshark, tcpdump) is a plus
- Excellent written and verbal communication skills, enabling you to effectively document, explain, and communicate networking issues and solutions to both technical and non-technical stakeholders
Salary Range
$115,000/year to $120,000/year. In addition to a competitive base salary, this position is also eligible for equity awards based on factors such as experience, performance, and location. Actual compensation will vary depending on experience, performance, and location.
Graphiant is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.