Meru Networks
Technical Support Engineer, Tier 1
Customer Support - 525 | Sunnyvale, CA, United States

We are seeking a self-motivated, flexible, team-oriented Level 1 Technical Support Engineer. You will participate in all phases of the product lifecycle. With a growing customer base, we are expanding our skilled and dedicated support team. We offer an excellent opportunity to grow your career in technical support and be involved with one of the fastest-growing and exciting technologies, wireless LAN.
Tier 1 Technical Support Engineers respond to technical issues raised by our customers, partners and employees. Resolving customer issues routinely includes problem troubleshooting and isolation, performance tuning and optimization, training the customers on product features, escalating product defects and issues and driving them towards resolution while managing the customer.
Successful candidates enjoy working with people, are inquisitive, hard-working, customer focused and interested in a variety of technologies. You should be a natural problem solver looking to grow as an individual and see customer issues as opportunities.
Job Responsibilities:
  • Answer customer inquiries through email, support tickets and chat
  • Effectively articulate complex information to both technical and non-technical customers
  • Provide hardware and software technical support, including configuration assistance and troubleshooting of devices and other peripheral networking equipment
  • Identify opportunities to increase customer satisfaction and retention
  • Provide customer advocacy for documentation and timely resolution of issues and for problem reproduction and escalation
  • Document and reproduce customer related networking problems
  • Escalate more complex technical issues and bugs to Tier 2 and coordinate fixes with engineering department as needed
  • Maintain and track detailed records for all customer interactions   
  • Author Knowledge Base articles to help share the expertise
Job Requirements:
  • B.E., B.S., or equivalent level of education in computer science or electrical/electronic engineering
  • Min. of 2+ years of industry experience in a related role
  • Understanding of internetworking, LAN and WLAN technologies required
  • Independently debug networks with mixed media
  • Strong understanding of Microsoft Windows, Mac OS X, Android, and iPhone/iPad (iOS)
  • Understanding of TCP/IP & network troubleshooting tools like ethereal
  • Excellent written and verbal communication skills
  • Strong organizational and analytical skills
  • A good listener, creative, intuitive, resourceful and able to resolve problems in a fast-paced environment
  • Ability to work independently and a team player
Desired Skills/Experience:
  • Current CWNA certification
  • Current CCNA/compTIA Network+ certification
  • Experience with Radius, Active Directory, and Open Directory authentication
  • Experience with VMware ESXi
  • Certification in wireless a plus
  • QA testing experience a plus
*This position is not eligible for relocation