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OEM Support Engineer: Brocade Communications Systems, Inc.

Brocade® (Nasdaq: BRCD) provides the industry's leading platforms, solutions, and services for intelligently connecting, managing, and optimizing IT resources in shared storage environments. By developing innovative Storage Area Network (SAN) and File Area Network (FAN) solutions, Brocade helps organizations increase efficiency, reduce costs, and maximize their data assets. (www.brocade.com)

Position Description:

Are you looking for a career in a high-energy, professional work environment at a company whose cutting edge technology enables the flow of the world's digital data and on whom the high-tech world depends every day? Are you looking for a company that values and rewards your contributions, challenges you to shape your own career path, and provides top-notch personal development? If so, Brocade is the place to begin and explore your career!

Brocade is an industry leader in data center networking solutions and services that enable organizations to manage their most vital information assets. It's no wonder that Global 500 companies rely on Brocade technology to keep their businesses running around the clock. Brocade has pioneered the technologies that enable highly reliable and secure data center connectivity. Today most of the world's data flows through Brocade equipment and data center networks built on Brocade technology.

Job Description

The Technical Support Engineer is a direct resource to answer client technical inquiries (phone and email), and must have the ability to effectively communicate to both clients and internal personnel while working under pressure and with time constraints.

Day-to-Day Responsibilities

• The Technical Support Engineer documents client calls in the service request database; provide troubleshooting skills; lab replication and research for more difficult problems; ensure client expectations are properly managed, and that technical issues and needs are resolved to the client's satisfaction in a timely manner.
• Additionally, Technical Support Engineering Associates are required to duplicate reported problems in lab and escalate identified problems to the Engineering Escalation team for further resolution investigation and resolution.
• On a regular basis the Technical Support Engineer is required to confirm that software fixes received from Escalation Engineering to be tested in his lab for problem fix confirmation prior to issue a software patch.
• Finally, the successful candidate will be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers.




Qualifications:

Education and Experience

• Experience troubleshooting STP, ACLs, VLANs, Multicast, VRRP, BGP, OSPF and MPLS.
• Provide tier III technical expertise in resolving L2/3 product issues.
• Provide support to OEM in resolving company product related issues.
• Work in the support lab for problem replication on a daily basis.
• Document sequence of events related to resolving customer technical issues.
• Analyze data traces from protocol analyzers and traffic generators such as SmartBits and IXIA.
• FNCNE and/or FNCNP is highly preferred. Candidates hired without this certification will be required to complete the FNCNE certification program within six (6) months of hire date.
• BS/MS in a computer related field
• 8 - 10 years of working experience.
• Comfortable with technical and business English usage ( documents reading, e-mails, conference calls ) and local language

Physical requirements

• Frequent use of mouse and keyboard
• Frequent phone usage
• Occasional lifting up to 10 pounds

Brocade is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or

To Apply Visit Brocade Communications Systems, Inc.