Enterprise Support Engineer

About this opportunity
Ericsson Enterprise Wireless Solutions Enterprise Support Engineers troubleshoot, escalate, and resolve customer issues regarding Company products and/or services and educate customers on best practices when utilizing our products. This job will provide support to our North American region, working an 8-hour shift within the hours of 6 am – 6 pm (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. Bilingual preferred.
What you will do
Post-Sales Support for 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 Company 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?Company Products and Services?

The skills you bring
Minimum of two (2) years of experience, or an Associate's degree in a relevant field (Network Administration, Network Engineering, I.T. Management, and Systems Administration).
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

The skills you bring
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

Preferred Qualifications: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

The skills you bring
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)

Why join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world's toughest problems. You´ll be challenged, but you won't be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that´s why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at ******. 

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.

Primary country and city:United States (US) || Boise (ID)
Job details:Support Engineer

Cradlepoint Inc. does not sponsor US work authorizations for this job position including H-1B, O-1, and TN. Ericsson also does not hire F-1's working on EAD for this position. 

Compensation and Benefits at Ericsson
At Ericsson Enterprise Wireless Solutions, 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 salary range for this position is listed below.  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.

•   $52,000 - $78,000

Your Health
Ericsson Enterprise Wireless Solutions 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. Ericsson Enterprise Wireless Solutions also offers subsidized dental and vision coverage.

Your Financial Security
We invest in both your short and long-term financial wellbeing. Our 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. New employees are provided up to 40 days of paid time off per year, including 15 days of accrued annual vacation, 3 personal days, 7 paid holidays, 4 floating holidays, 10 sick days, and 1 volunteer day. Please note paid time off is pro-rated based on the employee's start date.

Additional Benefits
Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.