Cloudpath Networks, Inc. provides Automated Device Enablement (ADE) solutions that simplify the adoption of standards-based Wi-Fi security, including WPA2-Enterprise, 802.1X, and X.509, in diverse BYOD environments. Founded in 2006, Cloudpath Networks invented the modern onboarding model for personal devices and continues to drive the industry’s adoption of standards-based security en masse. The Cloudpath XpressConnect solutions are proven worldwide to bring simplicity to secure networks through automated and easy-to-use form and function. To learn more, visit (www.cloudpath.net).

ROLE AND RESPONSIBILITIES

The successful candidate will serve as the primary customer contact on Cloudpath Networks’ application and service-related issues. The Application Support Specialist is primarily responsible for providing technical support and guidance to customers, distributors and team members on the operation and maintenance of Cloudpath’s solutions suite. Candidate will maintain, troubleshoot, and report remote application installations. The Application Support Specialist will be located in the Westminster, Colorado office. Responsibilities include, but are not limited to:

• Acquire and sustain expert knowledge in the workings of Cloudpath products, applications, and services, and the various use cases supported by each

• Answer, evaluate and prioritize phone and email requests for assistance from customers, distributors and staff

• Log and manage customer interactions in Desk.com to build and maintain an accurate customer database

• Respond to customer needs in a timely and effective manner in an environment requiring teamwork, efficiency, cross-training, and continuous improvement

• Open, track, and close support incidents in the customer support application

• Answer queries and resolve issues with software applications, and escalate to the appropriate team resources or personally resolve and close tickets as necessary

• Prepare and maintain support procedure documentation and customer resources such as FAQs and user manuals

• Contribute to support procedure process improvement

• Set up and maintain individual testing lab

• Assist with special projects, as necessary

• Some travel may be required to meet training and customer support objectives

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• BA/BS degree

• At least Two (2) years of previous Help Desk or technical customer support experience

REQUIRED SKILLS/EXPERIENCE:

• Experience supporting complex enterprise systems, applications or networks

• Excellent verbal and written communication skills

• Able to learn quickly and work effectively in a team-oriented environment

• Thrives in a dynamic, fast-paced, constantly changing environment

• Outstanding troubleshooting and problem solving skills

• Self-motivated and able to work independently with minimal supervision

• Strong attention to detail

• Experience in at least two of the following areas: networking, security, systems administration, wireless

• Experience with LAMP Stack systems

• Good general working knowledge of information technology, computer hardware, network security, and/or mobility

DESIRED SKILLS

• Experience with Salesforce.com CRM

• Experience with Bugzilla

• Experience with incident tracking or ticketing system software (e.g., Desk.com or similar)

• Strong attention to detail

• CLOUDPATH NETWORKS IS AN EQUAL OPPORTUNITY EMPLOYER.