Enterprise Support Engineer

Job Locations US-ID-Boise | US
Job Post Information* : Posted Date 3 months ago(9/8/2022 1:02 PM)
Enterprise Support


Cradlepoint was born in Boise and built for wireless. We are a team of authentic, hard-working, and innovative people driven by a shared vision to Connect Beyond the limits of wired networks. We help customers — big and small, across industries and around the world — utilize LTE and 5G cellular technology to connect people, places, and things, anywhere. We’re at the forefront of the Wireless WAN and 5G — the next big waves in networking — and we remain as hungry and humble as the day we started. If you’re hungry to be part of something big, come join us.


How Will You Contribute to the Company?


Cradlepoint Enterprise Support Network Engineers will troubleshoot, escalate, and resolve customer issues regarding Cradlepoint products and/or services and educate customers on best practices when utilizing Cradlepoint.  This job will provide support to our APAC Region, working from 4 pm - 12 am (Mountain). The individual will typically work full time, and in some cases, may be required to work an On-Call schedule, which may include late nights and/or weekends depending on company needs. Products and Services include but are not limited to: Routers, APs, cellular connectivity, networking, and software services.


What Will You Do?

  • Post-Sales Support for Cradlepoint Customers via phone, chat, email
  • Pre-Sales Support engagement with Sales Engineering
  • Maintain detailed case management records using CRM
  • Scheduled On-Call rotation
  • Focus on educating customers in Cradlepoint Best-Practices
  • Help facilitate training with internal resources and customers
  • Engagement with multiple internal departments (i.e., R&D, Sales, Sales Engineering, and others.)
  • Technical writing (i.e., documenting solutions, writing technical articles, developing training materials, etc.)
  • Continue Professional development by staying current on the latest innovations and trends in all areas of information technology (IT) (i.e., Wireless, Security, etc.)
  • Recommend enhancements to Cradlepoint Products and Services 
  • Provide support to the APAC region during their designated working hours (4 pm - 12 am Mountain)


Minimum Qualifications:

  • Minimum of two (2) years experience, or Associates degree in a relevant field (Network Administration, Network Engineering, I.T. Management, and Systems Administration) or equivalent combination of experience, education, and relevant industry certifications
  • Understanding of the following Networking Concepts: 
    • Basic/intermediate Layer 2 concepts:
      • Purpose and example use cases for VLANs
      • Understanding of VLAN tagging (Access vs. Trunk)
      • Wi-Fi
    • Basic/intermediate Layer 3 concepts:
      • NAT/PAT
      • LAN
      • WAN
      • DHCP
      • DNS resolution
      • Private IP networks (RFC 1918)
      • IP subnetting
    • Basic/intermediate Layer 4 concepts:
      • TCP/UDP ports
      • Purpose of routed IP protocols (TCP/UDP/ICMP)
      • Port forwarding
    • Basic/intermediate network security:
      • Firewalls/ACL
      • IPS/IDS
      • Web Filtering
    • Familiarity with basic VPN concepts such as client/server vs. site-to-site topologies
    • Familiarity with basic routing concepts such as static routing and the purpose of dynamic routing protocols
    • Common network services:
      • NTP
      • SSH/Telnet
      • DNS
    • Troubleshooting skills:
      • Common command-line troubleshooting tools (i.e. ping, ipconfig/ifconfig, traceroute/tracert)
      • SSH/Telnet
      • Understanding of troubleshooting flow best practices


Bonus Points: 

  • Advanced Layer 2 concepts:
    • Spanning-Tree Protocol
    • 'Router on a stick' topology
    • IP Multicast
    • Wireless Access Points & wireless controllers
    • PoE
  • Advanced Layer 3 concepts:
    • NAT/PAT packet flows/ephemeral ports
    • IP packet header information
    • DHCP client/server packet flows
    • DNS records and DNS packet flows
    • Stateful Firewall packet flows
  • Advanced firewall concepts:
    • Cloud-based packet inspection
  • Intermediate/advanced network services:
    • SNMP agent functionality
    • SIP
    • PKI
    • NMEA GPS sentences
    • AVL
  • Advanced VPN concepts:
    • IPsec
    • GRE
    • GRE over IPsec
    • SSL/TLS VPNs
    • Software-defined overlay
  • Advanced routing concepts:
    • OSPF
    • BGP
    • NHRP
    • DMVPN
    • NEMO
  • Other relevant skills:
    • Advanced knowledge of other vendors' networking solutions
    • Knowledge of common software services (AD, RADIUS/TACACS+, SNMP managers)
    • Python
    • REST API
    • SDK
    • JSON data structures
    • Cloud device management
    • Familiarity with cellular networking
    • Understanding of basic electrical concepts (Watts/Volts/Amps/Solar)


Note: Did you know that women and other marginalized groups often hold back on applying to jobs if they don’t meet 100% of all listed requirements? We don’t want you to hold back! If you don’t check every single box above but still feel like you could successfully do the work, we encourage you to apply! We’d love to connect and see how you could add to our team.


Why Cradlepoint?

At Cradlepoint, we’re one team - all in on inclusion. Celebrating the uniqueness of our individual team members across the globe helps us build diverse teams where we all can thrive. Our connected, community-focused culture enables each one of us to perform at our best and fully be ourselves.


Our Cradlepoint values drive everything we do:

  • Stay humble and hungry: Be a curious learner, resilient, and competitive.
  • Don’t point a finger; lend a hand: We are one team! Communicate, provide support, and lift others.
  • Make a difference: Prioritize, innovate, differentiate, and think big for customer success. Make a difference in work and in our communities.
  • Keep it simple: Eliminate complexity. Reduce time to value.
  • Enjoy the ride: Celebrate – appreciate – grow.
  • Trust, Respect, and transparency: Be ethical, data-driven, respectful, and straight shooters who share openly.


We are creating the future of global connectivity & community. Come join us. You belong here.


Benefits & Perks:

  • Competitive salary with a focus on a global market; Annual and Incremental Incentive plans; employee retirement plans (where available)
  • Flexible Time Off with Global Holiday Schedules to promote work-life balance
  • Wellness initiatives focused on the health and mental well-being of our team members and their families, including free membership to Headspace (a mindfulness and well-being app), an International Employee Assistance Program, and dedicated quarterly Well-being Days and No Internal Meeting Fridays.
  • Ongoing training and development opportunities
  • Eligible to participate in customary health and other benefit plans and programs based on location
  • Work from home opportunities across our global locations with a culture rooted in inclusion and teamwork 




Cradlepoint’s Diversity, Equity, Inclusion, and Belonging mission is to create an inclusive work environment where all employees’ differences are celebrated, their thoughts matter, and everyone feels safe to bring their authentic selves to work. We’re proud to be an equal opportunity employer and aim to attract, develop, and engage top talent from a diverse candidate pool. It is our policy and commitment to provide equal opportunity employment for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law.


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