Join a pioneering force in network automation!
At IP Fabric, we enable people to uncover the truth about their networks. Built by network professionals and industry experts, our innovative solutions are transforming how enterprises manage their networks. As a post-Series B company, we're expanding rapidly across Europe, the U.S., and beyond.
Step into a unique Customer Support role, where you'll not only resolve L2+ support issues but also could evolve into a Support Team Lead, playing a key part in our strategic push to enhance our enterprise readiness and expand our global support footprint. We’re looking for support engineers who are also network and troubleshooting experts, eager to handle complex challenges and contribute to our growth.
As part of our dynamic support team, you’ll engage with large-scale customer networks, adding depth to your product knowledge through manual product testing and direct customer interactions. This is more than just a support role—it's an opportunity to influence the evolution of our support strategy and contribute to our competitiveness in the market.
Step into a role where every challenge contributes to our team’s success!
What You'll Do
- Proactive Communication: Maintain timely and clear communication with customers and internal teams, ensuring issues are resolved efficiently.
- Independent & Collaborative Work: Operate both independently and as part of a team to tackle challenges and achieve team success.
- Issue Triage: Effectively prioritize and manage incoming issues to ensure swift resolutions.
- Advanced Troubleshooting: Conduct in-depth debugging and troubleshooting to resolve complex customer-reported issues.
- Customer De-escalation: Skillfully de-escalate situations where customers are frustrated, turning challenges into opportunities for customer trust-building.
- Engineering Collaboration: Collaborate closely with engineering and other customer-facing departments to ensure seamless issue resolution.
- Process Improvement: Continuously seek ways to enhance customer communication and support processes.
- Documentation & Knowledge Sharing: Assist in creating and maintaining a robust knowledge base to empower both customers and internal teams, working with Customer Success to formalize.
- On-Site & Remote Debugging: Provide real-time debugging sessions with customers, both on-site and remotely, to mitigate issues swiftly.
- Platform Testing: Actively participate in testing our platform to ensure its robustness and reliability.
- Tool Maintenance: Maintain and enhance our troubleshooting tools, ensuring they meet evolving customer needs.
- Product Enhancement: Collaborate with the product team to suggest improvements based on customer feedback and your hands-on experience.
- Escalation Management: When necessary, co-create an escalation management plan with Customer Success to ensure specific situations and/or customers have a robust strategy to mitigate.
Potential Future Evolution as Support Team Lead
- Team Growth: Lead the hiring and onboarding of new support team members as we expand our presence in the Boston office.
- Goal Setting: Define and drive team goals, ensuring alignment with our enterprise readiness and customer-centric strategies.
- Leadership: Conduct regular 1:1s, team meetings, and contribute to company-wide meetings, fostering a collaborative environment.
- Reporting: Provide regular updates and reports to senior management, ensuring transparency and accountability.
What You'll Need
- Network Engineering Experience: 2-3 years of experience in network engineering, with hands-on experience in designing, implementing, and operating networks (Cisco, Aruba, CheckPoint, Juniper, F5, Fortinet, Extreme, Arista, Brocade, SD-WAN).
- Technical Expertise: Deep understanding of network configuration files, routing, switching, forwarding, and transmission protocols.
- Customer Interaction Skills: Proven experience in customer interaction with strong written and oral communication skills in English.
- Problem Solving Under Pressure: Ability to maintain composure and resolve issues in high-pressure situations.
- Linux & Virtualization Knowledge: Advanced knowledge of the Linux operating system and server virtualization technologies (VMware, HyperV, KVM, AWS).
- Scripting Skills: Basic proficiency in bash and python scripting.
Bonus Points
- Professional Certifications: CCNA/CCNP level or equivalent certifications.
- Advanced Protocol Knowledge: Practical knowledge of LDAP, SSO, PKI, Azure/Azure AD, AWS, FTP, SFTP protocols.
- Network Simulation Tools: Familiarity with GNS3 and/or EVE-NG.
Benefits & Perks
- 25 days of paid time off.
- Anniversary Rewards.
- ClassPass Wellness Program.
- Competitive Commission Structure.
- Health, Dental and Vision Insurance.
- Employer-matched 401(k) plan.
Join us to experience the unique culture of a founder-led startup, where from top to bottom everyone is hands-on and has a chance to make a tangible impact on influential enterprises worldwide. Being part of IP Fabric means being part of a flexible environment that prioritizes work-life balance and growth opportunities.
Top Skills
What We Do
IP Fabric’s Automated Network Assurance Platform helps companies empower their network engineers to discover, verify, and document large scale enterprise networks within minutes. IP Fabric automates network infrastructure data collection and provides predefined verifications that highlight inconsistencies, misconfigurations and issues within enterprise networks.
With experience and strength across Financial Services, Manufacturing, Logistics, Public Sector and more, we are ready to support businesses in addressing their key network management challenges with a new, analytically driven way of managing your network infrastructure.
Using a unique network model and algorithms, the system reconstructs network state and simulates actual packet flows to detect critical violations, business-impacting inefficiencies, and verifies policy compliance.
Based on graph theory of mathematics, native visualization of all network topologies and protocols provides unparalleled visibility, answering the question about how the network is running. Beautiful documentation and report outputs can be used directly as part of an existing process or managerial reporting requirements
