Job DescriptionWho You'll Work WithThe TSE works in a non-silo environment, supporting all of Arista's products. He or she will work directly with both the customer and (when needed) the software and hardware development teams. The TSE team also performs all their own recreates in a dedicated lab environment.
Giving customers direct access to a high-level engineer streamlines the support process and raises customer satisfaction.
What You'll Do- Respond to customer product inquiries via telephone or in written, internet-based email.
- Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
- Interpersonal skills and product knowledge and expertise are critical to responding to daily customer-centric activities.
- Troubleshoot problems with hardware equipment and software applications and recommends corrective action.
- Document customer communication and recurring technical issues to support product quality programs and product development.
QualificationsThe ideal candidate possesses the ability to troubleshoot complex and dynamic customer environments while balancing the communications needs of each case. A strong analytical mind is required, as is the ability to triage. As we are continually releasing new features and products, a high aptitude for both learning and teaching are required.
Our engineers work closely with other members of Customer Engineering as well as both Software and Hardware development-both in diagnosing problems as well as communicating them in multiple technical contexts. Thus, excellent written and verbal communication skills are a must, as is a collaborative approach.
- Prior experience of 5+ years working in a Support/Technical Assistance Center (TAC) team
- Linux and shell scripting skills such as log reading and performance testing high desired.
- Networking knowledge preferred (HTTP, TCP, IP, subnetting)
- Experience supporting a cloud service
- General familiarity with concepts like multi-tenancy, password management, common access issues that customers might have with a cloud service
- Experience with REST apis, swagger and JSON
- Experience using / building REST clients (curl, postman, python)
- Good understanding of MySQL
- Experience debugging web applications using browser developer tools (e.g. console, network request log, debugger, etc.);
- Familiarity with Javascript a plus.
- Debug / troubleshoot the customer's environment, collect additional information about the problem and resolve network performance issues
- Quickly assess and understand customers issues and business impact
- Ability to reproduce customer reported issues in the lab environment, work with development and QA to verify and fixes before they are rolled out to our customers
EducationMinimum education is a MS in a technical field (CS/EE/ITP preferred). Industry certifications preferred. Prior TAC experience preferred.
Compensation InformationThe new hire base pay for this role has a pay range of $71,000 to $126,000.
Arista offers different pay ranges based on work location, so that we can offer consistent and competitive pay appropriate to the market. The actual base pay offered will be based on a wide range of factors, including skills, qualifications, relevant experience, and work location.
The pay range provided reflects base pay only and in addition certain roles may also be eligible for discretionary Arista bonuses and equity. Employees in Sales roles are eligible to participate in Arista's Sales Incentive Plan, which pays commissions calculated as a percentage of eligible sales. US-based employees are also entitled to benefits including medical, dental, vision, wellbeing, tax savings and income protection. The recruiting team can share more details during the hiring process specific to the role and location.
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