cPacket is a small but growing company with dog friendly offices in San Jose, California and Portland Oregon. We are looking to add to our customer technical support team in our San Jose, California office with an individual that can communicate technical information clearly to our customers, has computer networking knowledge and experience, enjoys getting their hands dirty while troubleshooting issues, and enjoys giving a helping hand to others. To help bring you up to speed on our products, you will also be helping our QA department with testing software releases for our products.
cPacket enables IT through network-aware application performance and security assurance across the distributed hybrid environment. Our AIOps-ready single-pane-of-glass analytics provide the deep network visibility required for today’s complex IT environments. With cPacket, you can efficiently manage, secure, and future-proof your network – enabling digital transformation. cPacket solutions are fully reliable, tightly integrated, and consistently simple. cPacket enables organizations around the world to keep their business running. Our cutting-edge technology enables network, application, and security teams to proactively identify issues before negatively impacting the business. The result: increased security, reduced complexity, and increased operational efficiency.
Respond to and handling customer technical support cases through phone, email, and screen sharing services (GoToMeeting, Zoom, WebEx, etc.) and assisting in troubleshooting and resolving issues
Document customer interactions and all activity related to the issue resolution process using our ticketing system
Manage your ticket flow, escalations, SLAs and workload
Replicate product bugs and provide pertinent information to Engineering
Work cross-functionally to provide exceptional support to our customers and each other
Commitment to maintaining professional interactions in all communication— written and verbal
Updating our support portal’s knowledge base
Work closely with, and assist the Quality Assurance department
Travel may be needed, but is not a primary function of the role
System Administration experience with Linux/Unix type systems
At minimum a BA/BS degree. Computer science preferred, but not required.
Proficient with the English language (reading, writing, listening) and the ability to communicate clearly.
1+ years of work experience in a technical support or general technical hands-on troubleshooting role, within networking technologies preferred
Linux knowledge and experience with, but not limited to, copying and moving files, SSH, SCP, network related configuration commands, tcpdump, editors, and simple scripting.
CCNA level knowledge with networking technologies and troubleshooting skills. Routing Protocols, IPv4, IPv6, MPLS, etc.