Network Support Associate

Remote from
Job type
Full Time,
Opening date
Closing date
31 May 2022
Views
226

As a Network Support Associate, you’ll be our first line of defense for customer support requests across our email, chat, and phone platforms.

You’ll become an expert on Density’s hardware and software solutions, help our customers maximize value from the Density platform, and get timely answers to their questions. You’ll be the first point of contact for networking issues, validating bug reports, and answering technical requests.

Ideal candidates are resourceful, quick learners, strong communicators, and exceptional executors who are comfortable operating in a fast-paced environment with frequent context switching.

In this role, you will:

  • Become a subject matter expert across our hardware and software solutions and how to troubleshoot common issues, such as network outages, misconfigurations, and advanced networking issues on customers’ devices.
  • Work directly with users across email, phone, and chat to answer questions to resolve issues efficiently.
  • Triage bug reports, providing more context for the backend Engineers
  • Contribute to help desk documentation to provide a more efficient customer experience.
  • Serve as an internal customer advocate and voice of the customer. Translate customer impact and sense of urgency into actionable tasks for Density Product and Engineering teams to accomplish.
  • Work in cross-functional teams to troubleshoot complex hardware, software, or data-related issues.
  • Escalate issues that are blocking successful resolution of customer issues, providing detailed information on bug reports and feature improvements

The ideal candidate will have:

  • 0-2 years in technical support, customer support, or customer success roles. This role is great for a recent graduate or someone switching fields with the technical understanding to troubleshoot network issues, but limited experience.
  • Understanding and knowledge of Networking and IT, Security, Computer Science, or related field and eager to learn more.
  • Technical knowledge of networking fundamentals for ethernet, WiFi, and cellular infrastructure, including DHCP and static provisioning, NTP, firewalls/ACLs, enterprise switching, and low-voltage cabling required.
  • Ability to research, troubleshoot and solve software issues.
  • Ability to troubleshoot API, integrations, and authentication issues preferred.
  • Not easily flustered, comfortable with difficult customers, disruption, and frequent context switching.
  • You’re a highly responsive self-starter who jumps on tasks or requests the moment they come in.
  • Organizational master: nothing falls through the cracks. You’re great at keeping and checking off a to-do list and managing follow-ups. If someone gives you a task, it gets done. If someone asks you a question, it always gets answered.
  • Experience operating in a fast-paced environment where projects, products, and priorities change frequently.
  • Willingness to take on projects to help improve the processes and effectiveness of the team or improve the customer experience.
  • Empathetic attitude toward engineers and customers an overall strong team player.
  • Exceptional written and verbal communication skills.

What we bring:

  • A team hailing from places like Apple, Meraki, HashiCorp, Stanford, NASA, and beyond.
  • $100M from investors such as Kleiner Perkins, Founders Fund, and Upfront Ventures.
  • A work environment full of fun, smart, dedicated, and kind teammates.
  • Our principles – Be Humble, Seek Feedback, and Solve the Fundamental Problem.
  • Excellent health benefits including medical, dental, vision, mental, reproductive, and active. Mandatory PTO and more.
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FAQ

What position is Density hiring for?

Density is hiring a remote Network Support Associate from

What type of employment does Density offer?

This is a Full Time role.