Product Support Engineer

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Job Summary

This is not a typical support role. We are looking for product engineers who can replicate and troubleshoot operating system, database and application issues that our customers are facing and correctly describe them.

Position is currently 9-6 (in GMT+1 time zone). In upcoming future, we will need to enhance the coverage of United States and possibly start having evening shifts. Please take that into account.

Key Responsibilities

proactive and timely communication with customers and internal teams
Triaging incoming issues
In-depth debugging/troubleshooting and solving customer reported issues
De-escalating situations where customers have become frustrated or upset
Escalating those that are deemed a product bug to rest of the engineering via internal bug reports
Develop and maintain product expertise, including best practices to provide value to customers
Look for ways to improve our customer communication, our support processes
Help to create and maintain documentation and knowledge base
Having remote debugging video conferencing calls with the customers
Help with the testing of the IP Fabric platform
Help QA and Network teams to create use cases and test procedures for network technologies and protocols
Help product team to enhance our product

Expected Skills & Experience

At least 2-3 years of experience as a Linux administrator or a product engineer
Bash scripting skills
Professional experiences with at least with one server virtualization technology – IP Fabric is delivered as a virtual image (VMware, Hyper-V, KVM, AWS)
Linux operating systems knowledge – professional experiences with at least one distribution
Linux troubleshooting – services, users, permissions
Practical knowledge of LDAP (Active Directory/openLDAP), FTP, SFTP protocols
Practical knowledge of PKI (Public Key Infrastructure)
Solid customer interaction experience
Strong written and oral communication skills in English
Ability to keep calm under pressure and de-escalate tense situations with customers

The Following Is Considered a Plus

Basic network troubleshooting
IP Fabric is a vendor-independent platform, so the more vendors you know the better (Cisco, HP, CheckPoint, Juniper, F5, Fortinet, Extreme, Arista, SD-WAN – Viptela, SilverPeak, NSX, Versa, etc.)
Understanding of network configuration files
Knowledge of routing, switching, forwarding, and transmission
Knowledge of network management practices and procedures
Knowledge of GNS3 or EVE-ng
Other languages like French, Italian or German

Our Offer

Partial Homeoffice
Flexible working hours
Equipment of your choice
A flat hierarchy, direct and open communication culture
Challenging tasks in a dynamic and international environment
The freedom to use equipment of your choice
Great central location in the heart of Prague
Regular team and company events
Dog-friendly work environment
And other commonly used corporate bonuses, 5 weeks of vacation, sick days
Open position

Product Support Engineer

We will be back with you within max of 3 working days.
Our recruitment process is completely transparent and as fast as possible.

Usually, we can make decision on cooperation and give you relevant feedback after 2 interview rounds.

We are looking forward to growing our fabric of fab and smart people.
Type of contract
Request a Demo
Request a demo with our professional to evaluate usability of the product in your network

Where you can find us

IP Fabric s.r.o.
Kateřinská 466/40
Praha 2 - Nové Město, 120 00
Czech Republic

Phone :
+420 720 022 997

Email :
New York
IP Fabric, Inc.
200 Business Park Drive
Armonk, NY 10504
United States

Phone : +1 (914) 752-2991
Email :
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