Technical Support Engineer

5 days ago


Stockholm, Stockholm, Sweden Ooakrelations Full time

Ooakrelations is seeking a talented Technical Support Engineer - Networking to join our team. As an Enterprise Network Engineer, you will provide critical technical support to new enterprise customers while working collaboratively with cross-functional teams to drive product improvement.

Main Responsibilities:
  • Technical Support and Guidance: Offer expert advice and troubleshooting assistance to clients via multiple channels.
  • Request Management: Effectively manage incoming requests from start to resolution for premium customers.
  • Product Education and Recommendations: Educate clients on Ubiquiti's products, features, and best practices.
  • Architectural Design Assistance: Assist customers with designing optimal network architectures.
  • Troubleshooting and Diagnostics: Troubleshoot and diagnose complex issues, offering workarounds when necessary.
  • Improvement Opportunities: Identify areas for user experience enhancement and collaborate with development and product management teams.
  • Technology Awareness: Stay up-to-date on the latest Ubiquiti products and related industry technologies.
  • Cross-Functional Collaboration: Work closely with key stakeholders to provide feedback and drive product improvements.
Requirements:
  • Domain Knowledge: Possess practical knowledge of one or more technical domains that can be explained to non-technical users.
  • Networking Expertise: Experience with routing, switching, security, and VPNs, as well as understanding of various networking protocols (TCP/IP, WireGuard, etc.) and major operating systems (Linux).
  • Ubiquiti Product Knowledge: Familiarity with and enthusiasm for Ubiquiti products.
  • Troubleshooting Techniques: Knowledge of effective troubleshooting methods and ability to communicate them clearly to clients.
  • Adaptability: Ability to thrive in a fast-paced environment with changing priorities.
  • UX and CX Expertise: Expertise around factors impacting user experience (eX) and customer experience (cX), including product and service enhancements.
  • Excellent Communication Skills: Possess excellent written and verbal communication skills.


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