Senior Technical Support Engineer-Latin America-ARB000353
OPCO Description
Arbor Networks is a leading provider of network security and monitoring solutions for global networks. Its customers include over 70 percent of the world’s ISPs and many large enterprises. Arbor solutions deliver best-in-class network security and visibility, along with the power to improve profitability by deploying differentiated, revenue-generating secure services. By employing flow-based and deep packet inspection (DPI) technologies, Arbor solutions measure and protect the entire network — from the service provider core to the broadband edge. Please Note: The Comms Group will not accept un-solicited resumes. We only will pay a fee for candidates submitted or presented where there is a signed recruiting agreement in place with Tektronix Communications, Arbor Networks, Fluke Networks or VSS Monitoring prior to the submittal and it must be signed by myself or our VP, Talent Acquisition and the resume must be submitted to a specific requisition that the agency was invited to work through our vendor management system. In the case that a candidate is submitted or presented to one of these companies by a recruiting agency without a signed agreement, Tektronix Communications, Arbor Networks, Fluke Networks and VSS Monitoring reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiting agency.
Description
Responsibility
The Senior Technical Support Engineer – Latin America is responsible for providing in-region post sales technical support and delivering services to Arbor Networks’ customers and partners in Latin America.
Specific Duties and Responsibilities
The Senior Technical Support Engineer – Latin America relies on experience and judgment to plan and perform a variety of complicated tasks in which a wide degree of creativity and latitude is necessary. Specifically, the Senior Technical Support Engineer – Latin America is responsible for providing in-region post-sales technical support and delivering services to all customers in Latin America. These responsibilities include
· Delivering Professional Services to Arbor Customers and Partners in Latin America
· Deploying Arbor’s product into customer networks in Latin America
· Delivering formal and/or informal Technical Training of Arbor’s products to customers and partners
· Troubleshooting, diagnosing and resolving technical customer issues associated with Arbor Networks’ equipment on-site at the customer site.
· Replicating and testing customer configurations in a lab environment,
· Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers,
· Interfacing with other technical support management personnel, engineering and product management to escalate and resolve customer issues.
· Interfacing closing with the LATAM (Latin America) sales management to determine service priorities, and update them as needed on service and support activities
· Performing, as required, on-site upgrade activities or investigations of reported problems,
· Providing feedback from customers to product management and engineering teams via appropriate systems, and
· Maintaining on-call phone availability.
Qualifications
Experience and Educational Requirements
· Bachelors Degree in CS/EE and 8+ years experience in technical support functions with very strong fundamental understanding of telecom network and routing environments.
· Advanced networking skills required (TCP/IP, and Routing Protocols such as BGP),
· Strong network security skills required.
· Knowledge of network test equipment (IXIA, Spirent) and network management tools
· Intermediate to advanced knowledge of Linux and shell scripting.
Additional skills desired
· Ability to Fluently Speak Portuguese and English is Required
· Ability to also Speak Spanish (or some) is Desired
· Outstanding customer service and communications skills,
· On call phone availability,
· Some travel (between 10% - 25%) required – to other customer sites and corporate.
Strong Interpersonal, Teamwork, process development, and network troubleshooting skills.
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher’s portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher’s 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: Arbor Networks
Job Function: Technical Service
Primary Location: South America-Brazil-São Paulo
Schedule: Full-time
OPCO Description
Arbor Networks is a leading provider of network security and monitoring solutions for global networks. Its customers include over 70 percent of the world’s ISPs and many large enterprises. Arbor solutions deliver best-in-class network security and visibility, along with the power to improve profitability by deploying differentiated, revenue-generating secure services. By employing flow-based and deep packet inspection (DPI) technologies, Arbor solutions measure and protect the entire network — from the service provider core to the broadband edge. Please Note: The Comms Group will not accept un-solicited resumes. We only will pay a fee for candidates submitted or presented where there is a signed recruiting agreement in place with Tektronix Communications, Arbor Networks, Fluke Networks or VSS Monitoring prior to the submittal and it must be signed by myself or our VP, Talent Acquisition and the resume must be submitted to a specific requisition that the agency was invited to work through our vendor management system. In the case that a candidate is submitted or presented to one of these companies by a recruiting agency without a signed agreement, Tektronix Communications, Arbor Networks, Fluke Networks and VSS Monitoring reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiting agency.
Description
Responsibility
The Senior Technical Support Engineer – Latin America is responsible for providing in-region post sales technical support and delivering services to Arbor Networks’ customers and partners in Latin America.
Specific Duties and Responsibilities
The Senior Technical Support Engineer – Latin America relies on experience and judgment to plan and perform a variety of complicated tasks in which a wide degree of creativity and latitude is necessary. Specifically, the Senior Technical Support Engineer – Latin America is responsible for providing in-region post-sales technical support and delivering services to all customers in Latin America. These responsibilities include
· Delivering Professional Services to Arbor Customers and Partners in Latin America
· Deploying Arbor’s product into customer networks in Latin America
· Delivering formal and/or informal Technical Training of Arbor’s products to customers and partners
· Troubleshooting, diagnosing and resolving technical customer issues associated with Arbor Networks’ equipment on-site at the customer site.
· Replicating and testing customer configurations in a lab environment,
· Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers,
· Interfacing with other technical support management personnel, engineering and product management to escalate and resolve customer issues.
· Interfacing closing with the LATAM (Latin America) sales management to determine service priorities, and update them as needed on service and support activities
· Performing, as required, on-site upgrade activities or investigations of reported problems,
· Providing feedback from customers to product management and engineering teams via appropriate systems, and
· Maintaining on-call phone availability.
Qualifications
Experience and Educational Requirements
· Bachelors Degree in CS/EE and 8+ years experience in technical support functions with very strong fundamental understanding of telecom network and routing environments.
· Advanced networking skills required (TCP/IP, and Routing Protocols such as BGP),
· Strong network security skills required.
· Knowledge of network test equipment (IXIA, Spirent) and network management tools
· Intermediate to advanced knowledge of Linux and shell scripting.
Additional skills desired
· Ability to Fluently Speak Portuguese and English is Required
· Ability to also Speak Spanish (or some) is Desired
· Outstanding customer service and communications skills,
· On call phone availability,
· Some travel (between 10% - 25%) required – to other customer sites and corporate.
Strong Interpersonal, Teamwork, process development, and network troubleshooting skills.
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher’s portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher’s 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: Arbor Networks
Job Function: Technical Service
Primary Location: South America-Brazil-São Paulo
Schedule: Full-time