Responsibilities

• Providing technical pre and post support to sales, partners and customers for various technologies as related to Aruba products
• Formulate technical action plans for analyzing and resolving problems related to the Aruba deployment
• Generate documentation in the forms of case notes, tech tips and best practices
• Work on complex problems requiring in-depth fault analysis and troubleshooting skills
• Simulate problems in lab
• Participate in solutions for knowledge base
• Provide technical training cross-training to relevant groups as needed
• Participate in serviceability enhancement requirements
• Work effectively in a team environment, including with colleagues, QA and development engineers, and the Aruba field organization
• Periodically required to travel to customers sites for troubleshooting or training pruposes

Requirements

• 5+ years support experience for network infrastructure products and expertise with advanced TCP/IP networking concepts
• Specific experience supporting troubleshooting firewall/security, IP routing, DNS, DHCP, NAT, VPN, Authentication protocols (including RADIUS and LDAP, and Network Management Systems (EMS/NMS)
• Solid experience with packet tracing/sniffing
• Excellent interpersonal skills and ability to communicate effectively with technical and non-technical audiences ranging from individual contributors to executive-level contacts
• BSCS/EE or equivalent required (CCIE is a strong plus)
• Familiar with Web and script programming is recommended
• Excellent verbal and written communication skills in English are required; other languages such as Mandarin, Japanese, Cantonese or Korean will be a big plus