• Collection, analysis, and change recommendations of configuration information • Collection and analysis of customer network information • Collection and analysis of packet trace information • Recommend actions based on analysis • Customer education (gaps in networking, product knowledge etc) • Reproduction of customer environments on lab equipment • Follow up technical cases and manage the right expectation until the closure of the cases • Work closely and provide direct technical email and phone support to FFI customers • Develop best practice deployment and troubleshooting methodology documentation. • Analysis of support request, completion of requests for information and documentation • Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results • Participate in an on-call rotation to support FFI customer outside of business hours