Network Support Specialist

Responsibilities

:

• Technical Support: We believe it’s crucial to provide excellent service to our customers, eliminating the typical finger-pointing through skillful troubleshooting. In this role your primary responsibility will be to help customers (usually working with their IT consultants or other skilled people) to investigate and resolve speed concerns, application performance issues, new installations questions, and other similar situations.
• Network Operations: Our customers expect outstanding network reliability and performance. This can involve monitoring network behavior, configuring routers and switches, and troubleshooting issues like packet loss or jitter.
• Device and Service Provisioning: Our platform consists of custom operating systems and software that runs on equipment in data centers and at the customer premises. You’ll be part of a team that installs our operating systems and provisions service for customers. Much of this process is automated, but you’ll need to pay good attention to detail and be able to work with Linux. We use Puppet, Ansible, and several other tools for automation.

Qualifications:

• A passion for serving customers with outstanding support
• At least 2 years of experience in a highly technical-support role
• Strong ability to clearly communicate technical concepts to both technical and non-technical people in written and spoken English
• Self-starter approach to identifying and accomplishing goals
• Natural ability to incrementally troubleshoot technical problems
• Strong understanding of networking fundamentals (e.g. knowing what ARP is and how IP routing works will be important for you to succeed).
• Understanding of how specific network issues affect application performance (e.g. how does packet loss affect TCP throughput? Or what are the effects of jitter on VoIP?)
• Some experience with Linux is helpful. We use Debian and OpenWRT
• Strong desire to learn and grow
• Ability to participate in an on-call rotation

Who We Are:

Bigleaf Networks improves Cloud connectivity and Internet performance. We are a team of telecom and network software professionals who built our Cloud-first SD-WAN service based on the natural architecture of leaves. We provide a better Internet experience with simple implementation, friendly support, and powerful technology.

Bigleaf exists because of leaders and dreamers who believed there was a better solution to a technological need in business. As we continue to grow, we keep this leadership mentality in mind, and we encourage each other to constantly be improving by developing grit, servant leadership, diversity, and innovation.

Our Core Values:

Whether working with a customer or interacting with one another around the office, Bigleaf’s core values are heartfelt service, positive attitude, transparency, and focus. At our core, we are here at Bigleaf to develop technology that will help people, and these values help us maintain that intention.

Individual compensation packages are based on a number of factors unique to each candidate including skill set, experience, qualifications, and other job related factors.


Salary Range $30—$35 USD

Highlight of our Benefits:

• Medical (We pay 100% of medical premiums for our HSA health plan - buy up options available)
• Dental & Vision (We pay 100% for all levels of coverage)
• Life insurance, long term disability
• 401k with dollar for dollar safe harbor match
• Stock options plan
• Generous parental leave (6 weeks)
• 4 weeks of PTO + 2 weeks of Sick Time per year
• 13 Company Holidays
• Wellness Reimbursement
• Technology/Remote Work Stipend
• Monthly credit for GrubHub
• 2x per year full company offsite events!