Senior Customer Support Engineer (Sunnyvale, CA)

Aerohive is seeking a person to join our Customer Support team as a Senior Customer Support Engineer this is a Tier 2 position. This individual will be responsible for providing post-sales and limited pre-sales technical support to channel partners, prospects and customers. This role includes the resolving technical issues and the delivery of technical services to channel partners and customers. This role may also include traveling to customer sites (including international) and performing site surveys, installations, system upgrades, generating post activity reports and additional activities as required - all while ensuring complete customer satisfaction in the ongoing Aerohive-customer relationship.

As one of our Customer Support Engineers, you will be responsible for providing email, WEB and telephone support for Aerohive products to our channel partners, prospects and customers. You will develop Aerohive product expertise to assist our channel partners and customers in answering product questions, resolving technical issues and improving our products’ quality and usability.

You will work with customers at various stages of their implementations – installation, construction, configuration, integration, testing, deployment and production. You’ll be required to draw upon Aerohive product skills, backend systems administration skills, and networking skills to help customers maximize the use and value of Aerohive products.

The Support work is often times consultative in nature requiring you to draw upon product, technology and problem solving skills. This is not a position where you wear a telephone headset and answer questions all day. A lot of the work is off the phone performing technical activities (e.g., attempting to reproduce problems, directing customers on best practices for performing activities with our products, researching workaround solutions, etc.) This work requires strong skills in team work and collaboration in addition to products and technology.

Essential Duties and Responsibilities:

  • Develop a deep understanding of Aerohive products.
  • Assist with the isolation and resolution of product issues
  • Provide remote assistance for product installation questions and/or problems
  • Provide technical assistance to key sales initiatives
  • Work closely with the Quality Assurance and Development organizations to resolve problems and enhance reliability and supportability of Aerohive  products
  • Requires flexible work hours to accommodate our EMEA, and Asia Pacific channel partners and customers.
  • Provide extended 24x7 production system down support for key customers
  • Handle escalated support cases and work to resolution
  • Assist and mentor Tier 1 support personal
  • Be available for on-site visits to customer sites and provide written Scope of Work and Trip Report documentation.
  • Coordinate the customer communication and resolution of critical customer issues between the customer and internal Sales and Engineering teams

Required Qualifications:

  • Highly motivated self-starter
  • Engineering or Computer Science BA/BS degree
  • Strong academic performance (overall GPA 3.0 or better)
  • Computer-related course work
  • Excellent English based communication skills (verbal and written) this is a firm requirement.
  • Strong analytical and problem solving skills
  • Leadership experience
  • At least 5 – 7 years hands on experience as senior level support professional working in support network and a wireless equipment environment.
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