Enterprise Support Engineer

Job Locations US-HI-Honolulu
Job Post Information* : Posted Date 2 months ago(12/20/2022 1:24 PM)
ID
2022-3023
Category
Enterprise Support

Overview

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.

Responsibilities

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. They typically work full time,insomecases,may berequired toworkan On-Call schedule, which mayincludelate nights and/or weekends depending on company needs. 

 

What Will You Do?

 

  • Post-Sales Support for Cradlepoint Customersvia 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 onthe latestinnovations and trends in all areas ofinformation technology (IT)(i.e., Wireless, Security, etc.) 
  • Recommend enhancements toCradlepoint Products and Services 

Qualifications

Minimum Qualifications:

  • Three to five (3-5) 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,

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

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.

 

Compensation and Benefits at Cradlepoint

At Cradlepoint, we know that our people are the key to our success. We offer a competitive compensation and benefits package to help with your individual needs and goals.

 

Your Pay:

The actual salary offered is dependent on various factors including, but not limited to, location, the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience. Your pay also includes the opportunity for an annual bonus. This variable pay opportunity is dependent upon the attainment of agreed to goals and objectives as determined by Cradlepoint’s Senior Leadership team. Certain eligibility and pro-ration rules apply.

 

Your Health:

Cradlepoint offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution. For California employees, we offer a subsidized HMO option through Kaiser. Cradlepoint also offers subsidized dental and vision coverage.

 

Your Financial Security:

We invest in both your short and long-term financial wellbeing. Cradlepoint’s 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.

 

Your Time:

Your work-life balance is important to us. Cradlepoint provides generous paid time off, including: 15 days of Flexible Time Off (FTO), four paid quarterly well-being days, and 11 paid annual holidays (includes nine company holidays and up to two floating holidays).  Please note that an employee’s FTO balance and floating holidays may be prorated in the first year, based on start date.   Cradlepoint also offers paid maternity-leave benefits and six weeks 100% paid family leave for all employees. 

 

Additional Benefits:

Cradlepoint offers other company-paid benefits such as a comprehensive Employee Assistance Program, a free Headspace membership, LinkedIn Learning access, Talkspace mobile therapy, and volunteer paid time off.

 

#LI-SD1 

 

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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