Kentik

Technical Support Engineer

Kentik

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $140,000 - $165,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudDNSFirewallsGoogle Cloud PlatformLinuxMySQLPerlPHPPostgresPythonRubyTCP/IPUnix

About the role

  • Provide front-line technical advice and assistance to existing Kentik customers
  • Own inbound customer support cases and see them through to resolution
  • Correspond to customers within defined SLA’s in a timely, accurate, and efficient manner
  • Troubleshoot and resolve highly technical issues, identify platform bugs, and handle new inbound customer feature requests
  • Proactively work to escalate customer issues and collaborate on incidents
  • Create and maintain technical documentation
  • Participate in the on-call rotation
  • Collaborate extensively with Customer Success Management, Platform Deployment, Network Intelligence Advisory, Product, and Engineering teams
  • Work closely with Customer Experience teams, Account Executives, Solutions Engineers, and Product to ensure customers achieve maximum value from the Kentik platform

Requirements

  • 4+ years experience in a customer-facing technical support position or similar role
  • Customer obsessed mindset
  • Strong written and verbal communication skills; must be able to articulate highly complex technical topics and ideas clearly, concisely, and effectively
  • Strong demonstrable experience troubleshooting highly complex technical issues
  • Strong demonstrable experience with TCP/IP and Internet routing protocols (IPv4/v6, BGP, MPLS, ISIS, OSPF, HTTP, DNS, etc.)
  • Strong demonstrable experience with network monitoring suites (Netflow, J-Flow, sFlow, IPFIX, SNMP, streaming telemetry, syslog, SNMP Traps, etc.)
  • Demonstrable experience with popular network vendor CLI’s (Cisco, Juniper, etc.)
  • Demonstrable experience with popular cloud service provider networks (AWS, Azure, GCP, OCI, etc)
  • Working experience programming/scripting (Python, Bash, Ruby, PHP, Perl, etc.)
  • Working experience with APIs, maintaining RESTful code
  • Working experience in network and routing security (DDoS mitigation/scrubbing, Firewalls, Security Groups, NACLs, microsegmentation, RPKI)
  • Working experience in creating and analyzing traffic packet captures (tcpdump, Wireshark, etc.)
  • Working experience with Linux/UNIX and container systems administration
  • Experience with CDN architectures (Anycast, OTT, GSLB, etc.)
  • Experience with synthetic/network performance testing
  • Experience working with relational databases (PostgreSQL, MySQL, etc.)