Field Technical Support Engineer II-REMOTE

Legrand has an exciting opportunity for a Field Technical Support Engineer II to join the Raritan and ZPE Systems Team. This is a Remote position.

As a Field Technical Support Engineer, you'll work with a variety of cross-functional teams and technologies within the Data, Power & Control Division (DPC). Daily interactions can range from first-time users to advanced partners, sales, development, and product management teams. Your duties will be to function as an expert technical resource for our enterprise-level customer base and business partners for the Raritan and ZPE Access Product Solutions (KVM, Console Servers, Service Routers, Central Management, and Cloud).

Additionally, you will be responsible for traveling to customer locations to deliver access products, professional services, training, help address technical issues, and maintain post-sales relationships with our customers. You will serve as a trusted advisor to ensure successful implementations, ensure assigned customers achieve targeted business benefits from their investment in Legrand/PAC, and help customers serve as positive references and continue their Access product implementation. Your technical abilities will be critical in identifying solutions, troubleshooting issues, and answering technical questions as they arise. You will serve as the primary escalation point and be accountable for identifying and directly addressing technical issues.

You are expected to develop and maintain a working knowledge of the technical architecture and business requirements of enterprise accounts. This position requires a strong technical background, excellent client and project management skills, and a proven ability to understand technical workflows as needed. Successful candidates must be action-oriented and able to travel, communicate clearly and effectively with both technical and business audiences at multiple levels.

Salary range: $80,000-$115,000 per year

Benefit Highlights: LNCA offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, paid time off (PTO) and holiday pay, short-term and long-term disability benefit plans, above-benchmark paid maternity and parental leave, bonus opportunities in accordance with the Company’s incentive plans, paid time off to volunteer, and an active/growing Employee Resource Group network.

• Analyze computer-based technologies and identify and develop ways to address complex engineering issues that may arise with customers and business partners. Examples of such duties include configuring IPs and custom customer configurations, including DHCP, LDAP, and other authorization/authentication requirements required by customers for their software and firmware.
• Develop custom scripts to expedite deployment (shell script, Python, API, Ansible, etc).
• Analyze product data, firmware versions, and apply fixes onsite to ensure systems remain aligned with the latest network security vulnerability standards.
• Develop Access Products test routines that help customers and developers understand the impacts of changes to the Access topology.
• Search and decipher product diagnostic information to quickly interpret log files for failure identification.
• Apply new firmware/software upgrades and bug fixes that support customer needs.
• Use network debugging tools to quickly identify and fix failures that impact deployment.
• Work closely with developers and network support staff to identify IP designs that may be causing access product failures.
• Support customer IP and naming schemes required during deployment and work closely with the development team to create new custom scripts as needed.
• Coordinate cross-functional deployment project teams, which could consist of professional services, product management, or engineers.
• Act as a single point of contact for all support requirements as they pertain to enterprise account customers' environments.
• Build and develop relationships with both technical staff and management from the customer team.
• Develop and manage a strategic development plan for your customers, including identification of opportunities for growth. Direct the delivery of customer technical services to achieve high customer satisfaction and trust.
• Drive and track customer escalations, including partnering with the Product Management team and delivering Professional Services. Escalate issues whenever necessary to execute the action plan, resolve them, or pursue other options.
• Oversee and manage all open support cases to ensure they are actively being addressed and progressing toward an expeditious resolution.
• Develop and train team members to help improve their technical knowledge, project management skills, and customer management skills.
• Partner closely with the product management team to ensure that customer requirements are logged and appropriately prioritized and to ensure that future product direction aligns with the customer roadmap.
• Actively contribute to and leverage standards and best practices, staying current on both the technology and product fronts.
• Ensure effective ownership, communication, coordination, and facilitation of support service activities between the customer and support teams, product management, and account teams.
• Increase customer loyalty by conducting regular check-in calls for tactical items and performing quarterly health checks for strategic reviews.
• Track and document status and time spent on customers to ensure appropriate per-client resource allocation.
• Travel will be needed for up to 30 - 40 percent of the time; while not traveling, support cases.
• Perform other duties as assigned.

Education

• Engineering, Network Technology, or related field; or equivalent combination of education and experience.

Experience

• 2-5 years of experience in a customer-facing environment, such as enterprise customer support and technical consulting. 

Skills/Knowledge/Abilities:

Demonstrated basic technical knowledge of:

Data center facilities components.

Data center IT components and interconnections (servers, Blades/Blade Chassis, network switches, RACK PDUs, etc.).

Data center networks and protocols (IP Subnetting/VLANs, SNMP).

• A solid Linux user/admin capability; experience in a Linux System Administrator role is a plus.
• A solid knowledge of networking: configuration, integration, and diagnostics (focus on TCP/IP and HTTP(s)).
• Familiar with remote access (SSH, HTTPS, TELNET) and experienced with Console Server and KVM.
• Familiar with network security: Firewall, NAT, Authentication, and Authorization.
• SNMP - Ability to isolate issues from multiple systems, including the ability to read a MIB and map values to our data model via the dynamic plugin. Should be familiar with MIB browsers, MIB sets, MIB gets, SNMP walks, and SNMP traps.
• Hypervisor technologies such as VMware, Hyper-V, KVM, Proxmox, etc.
• Excellent written, verbal, and presentation skills appropriate to both technical and management clients.
• Strong organizational skills with the ability to manage competing client demands, multiple priorities, commitments, and projects.
• Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution.
• Exemplary customer service attitude with business development and customer relationship management experience.
• Ability to facilitate and harness cross-team collaboration, working with teams in person and virtually.
• Strong analytical skills regarding technical and project management issues.