Technical Support Engineer
Seattle, WA

Job Description

Technical Support is one of the most, if not the most important role in any software company, and we're on the lookout for someone who is up to the challenge of maintaining our Technical Support team's award-winning customer service. NetMotion is a mobile technology company that builds products that its 3500+ customers genuinely love (no, really ... our NPS is 91 and our customer renewal rate is 97%!).

This team member needs the skills to effectively diagnose and resolve problems on the fly, work in a lab to assess more complicated problems, and work directly with the development and test teams to resolve complex issues. You will have the opportunity to work on some of the latest and greatest hardware products and Operating Systems. As a customer advocate you will have a direct impact on future iterations of the product. This position reports into the Technical Support Manager.

* Use analytical skills and creativity to investigate and resolve customers' technical issues.
* Manage multiple complex technical issues simultaneously.
* Develop expertise in using and supporting our products and technologies, including wireless networking products.
* Investigate, document, and track product bugs and customer feature requests.
* Utilize diagnostic tools and debug files from customers.
* Duplicate issues within a lab environment.
* Participate actively during team meetings and reach out independently to other team members, sharing knowledge and assisting in troubleshooting.
* Identify and prepare information for posting on the technical support web site and/or inclusion in technical documentation.
* Identify trends in issues and make recommendations for ways to eliminate or reduce high frequency issues, streamline the support process, or reduce utilization of developer time.
* Maintain, extend, and document the technical support lab.
* Research, test, and evaluate competing or complementary products.
* Communicate solutions to customers of varying technical abilities in a professional manner.

Your Skills:

To do well in this position it is important that you have a strong foundation in providing software support and in IP network configuration and troubleshooting. For that reason, NetMotion requires that you have 4-5 years experience in networking support (client-server experience preferred). It is also important that you are a self-starter, able to work independently with limited direction. You must have:

* Experience using a case management system and keeping case records up-to-date. Work with Salesforce.com is a definite plus.
* Ability to work independently and self-motivated to continue improving technical skills during night shift.
* Proficiency with IP networking concepts and protocols:
* LAN / WAN networking concepts including IP, TCP, UDP, ICMP, routing, and firewalls.
* LAN / WAN equipment installation, configuration and troubleshooting.
* Self-motivated quick learner with enthusiasm for customer satisfaction.
* Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.).
* Strong working knowledge of various Operating Systems, including installation, configuration, and authentication methods; (Windows, iOS, OSX, and Android)
* A demonstrated passion for problem-solving and technology.
* General understanding of authentication methods such as NTLM, RADIUS, PKI specifically PEAP, PEAP-TLS and RSA token methods.
* Experience in configuring wireless networks and VPNs.
* Strong verbal and written communication skills, analytical ability, and organizational skills.
* Demonstrated ability to read and interpret technical documentation, debug files, and related information.
* Experience writing short technical documents and/or knowledge base articles a plus.

Additional consideration given to candidates with one or more of the following:

* Multi-lingual with fluency in Spanish, French, and/or German is a plus
* Any experience consulting in the mobility area, specifically on infrastructure and network design.

Who We Are:

For over 17 years, we've worked with a simple philosophy: help the connected world move more smoothly, seamlessly and productively. NetMotion is a Mobile Performance and Operational Intelligence software company that gives organizations with mobile workforces the connectivity, visibility and control needed to solve the common challenges of the mobile workforce.

If you join our team you will be working with talented colleagues who have a passion for industry leading technology. At NetMotion, we want people to enjoy the work that they do so we provide our team members with the tools and support they need to be successful. In addition, we have a collaborative and unpretentious environment where creativity is valued.

Why You'll Love It Here:

* Health, life, and fitness benefits, along with a competitive 401k plan and a company match
* 9 company paid holidays, 15 paid vacation days, 10 paid sick days, and 2 floating holidays
* Monthly morale events and random treat days!

NetMotion is committed to creating a diverse environment and is proud to be an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race; color; national origin; ancestry; religion; creed; gender; gender identity or expression; sexual orientation; marital status; economic status; the presence of any sensory, mental, or physical disability; age; veteran status; or the use of a service animal.