Technical Support Engineer

The Opportunity: 

NetMotion Wireless is dedicated to producing top quality software and providing world-class support to our customer base. The sophistication of both our mobile VPN product and our customers make this position ideal for someone who enjoys learning the latest wireless technologies, working through tough technical problems on the phone or in the lab, and interacting directly with customers.

This is not a typical technical support position. Our technical support team is part of a strong technical community that works together to solve problems and improve product quality. You will need to effectively diagnose and resolve problems on the fly when you can, work in the lab to assess more complicated problems, and work directly with the development and test teams to resolve complex issues. You will have the opportunity to work on some of the latest and greatest hardware products including laptops, PDAs and Smartphones. As a customer advocate you will have a direct impact on future iterations of the product.

The Company

NetMotion Wireless is the acknowledged industry-leader among mobile VPN solution providers. Mobility XE, the company’s flagship product, enables hundreds of thousands of mobile workers in nearly 1,000 enterprises worldwide to get connected and stay connected to critical business applications over wireless networks. Because of its outstanding technology, NetMotion Wireless has received more than 20 product awards, including an Editor’s Choice designation from Network Computing.

NetMotion Wireless was just named one of the “100 Best Companies to Work For” by Washington CEO magazine (2007). The Company values diversity and collaboration in work teams and is committed to equal opportunity. NetMotion is based in Seattle, WA in the Fremont neighborhood, as is this Technical Support Engineer role.

The Culture and Work Environment

NetMotion Wireless holds a strong position in the mobile VPN market. Having merged in 2006 with its largest independent rival, Padcom, the Company has further improved its market share and added an impressive array of talent and technological expertise to its holdings. NetMotion Wireless unfailingly produces high quality products and service, delivered as a best-in-class solution.

NetMotion Wireless is an equal opportunity employer. The Company prides itself on providing a diverse, collegial, tolerant, and flexible work community.

In this role you will be working with talented colleagues who have a passion for and a background in developing and selling top-notch technical products. NetMotion is a small company of less than 100 employees. The Company values people enjoying the work that they do, allowing them to develop personally and professionally in the process. It is a “reply-all” environment where people share their successes, their challenges and their funny stories. In addition it is a collaborative, unpretentious and respectful environment where everyone pitches in and no one is too big to do the work that has to get done.

Your Role as a Key Contributor

In this role you will work mainly with IT managers and system administrators. It will be up to you to assess customer issues, diagnose and resolve problems by employing your knowledge, experience, and appropriate diagnostic tools, and create workarounds as needed.

Types of Ongoing Projects and Responsibilities

• Use analytical skills and creativity to investigate and resolve customers' technical issues.
• Manage multiple complex technical issues simultaneously.
• Develop expertise in using and supporting our products and technologies, including wireless networking products.
• Investigate, document, and track product bugs and customer feature requests.

o Utilize diagnostic tools and debug files from customers.

o Attempt to duplicate issues with lab equipment.

• Participate actively during team meetings and reach out independently to other team members, sharing knowledge and assisting in troubleshooting.
• Identify and prepare information for posting on the technical support web site and/or inclusion in technical documentation.
• Identify trends in issues and make recommendations for ways to eliminate or reduce high frequency issues, streamline the support process, or reduce utilization of developer time.
• Maintain, extend, and document the technical support lab.
• Research, test, and evaluate competing or complementary products.
• Communicate solutions to customers of varying technical abilities in a professional manner.

Qualifications

To do well in this position it is important that you have a strong foundation in providing software support and in IP network configuration and troubleshooting.  For that reason NetMotion requires that you have 4-5 years experience in networking support (client-server experience preferred).  It is also important that you are a self-starter, able to work independently with limited direction. 

You must have: 

• Proficiency with IP networking concepts and protocols:
• LAN / WAN networking concepts including IP, TCP, UDP, ICMP, routing, and firewalls.
• LAN / WAN  equipment installation, configuration and troubleshooting.
• Dedication to providing the highest level of customer service.
• Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.).
• Strong working knowledge of Windows Operating Systems, including installation, configuration, and authentication methods; Windows CE experience a plus.
• A demonstrated passion for problem-solving and technology.
• Experience in configuring wireless networks and VPNs.
• Strong verbal and written communication skills, analytical ability and organizational skills.
• Demonstrated ability to read and interpret technical documentation, debug files, and related information.
• Experience using a case management system and keeping case records up-to-date.
• Demonstrated experience with sales and customer databases.
• Past work in a Windows workplace (platforms and applications).
• Experience writing short technical documents and/or knowledge base articles a plus.

You may have: 

• Experience writing short technical documents and/or knowledge base articles.
• Demonstrated experience with sales and customer databases.
• Experience working in a Windows workplace (platforms and applications).
  

Physical Requirements and Work Environment

While performing the duties of this job, the employee is regularly required to sit for extended periods of time, operate a personal computer, visually inspect forms, conduct oral communication via telephone and in person, retrieve and return files in storage cabinets, and occasionally lift and/or move up to 20 pounds.

The person in the role must communicate clearly using the English language to accurately convey information and be able to hear at normal speaking levels both in person and over the telephone. Vision correctable to 20/40 is required to review written materials.