Staff - Advanced Technical Support Engineer - Switching (EX/QFX)
This role has been designated as 'Remote/Teleworker', which means you will primarily work from home.
Job Description:We are seeking a highly motivated
Senior Network Engineer to join our Switching Support team in a hybrid role. In this position, you will troubleshoot sophisticated network related issues across the EX-series and QFX-series Switching product line, working directly with customers and engineering to investigate and resolve queries. This is a hands-on role requiring strong technical skills, a customer-focused mindset, and a proactive attitude.
You will develop deep product knowledge and take ownership of key Support responsibilities, including advanced debugging, customer issue reproduction, mentoring, team training and writing clear, user-focused documentation.
Responsibilities:- Document and reproduce customer problems and coordinate fixes by engineering department. Manage critical customer accounts and escalation requests. Troubleshoot hardware and software issues, replicate customer's environment, network problems in the lab, facilitate communication between customers, escalation and engineering for bug fixes/workarounds, timely resolution of issues.
- Mentor newly hired support engineers and peers in technical areas of specialty. This includes providing training for other teams.
- Provide ongoing technical and process training on new product developments and service offerings.
- Serve as team escalation point for difficult technical and customer issues, along with working directly with Engineering if required.
- Participate as technical expert in product marketing meetings and support readiness project work.
- Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer and consistently accurate resolutions.
- Document all actions taken toward resolving customer issues in contact tracking database.
- Develop common questions and answer documentation to be included in department knowledge base.
- Provide regional and overflow support which includes handling escalations from tier 1 & 2 technical support teams around the globe.
- Some weekend work or rotation coverage, onsite troubleshooting, and occasional travel is required.
Education and Experience Required, In-Depth knowledge, and Understanding/expertise in the below:- Bachelor's or Master's in Computer Science, Information Systems, or a related field work experience can be substituted in lieu of a degree
- 6+ years of experience supporting, designing, and implementing IP networks.
- Candidates who have extensively worked on troubleshooting, implementing, and supporting large IP networks. 6+ years of experience supporting, designing, and implementing IP networks.
- Certifications for switching and routing a plus. (JNCIA, JNCIS, JNCIP, JNCIE - CCNA, CCNP, CCIE)
- Excellent verbal and written communication, presentation and customer handling skills.
- Technical lead to provide mentoring and training for team members.
- Ability to logically troubleshoot complex and high-impact problems.
- IP Packet flow, OSI layers
- Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP)
- IP routing protocols (BGP, OSPF, ISIS, RIP)
- EVPN / VxLAN
- Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP)
- Traffic generator tools such as Spirent and IXIA.
- MPLS, VPLS, L2, and L3 VPN
- MPLS Traffic Engineering, LDP, RSVP
- Multicast technologies NG-MVPN, PIM
- EVPN / VxLAN
- AI/ML experience a plus
- Experience with Linux
- Perl/Unix scripting
What We Can Offer You:Health & WellbeingWe strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional DevelopmentWe also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have - whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional InclusionWe are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
Let's Stay Connected:#unitedstates
Job:Engineering
Job Level:TCP_04
"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
- United States of America: Annual Salary USD 120,000 - 243,000 in California // 105,500 - 243,000 in Texas
The listed salary range reflects base salary. Variable incentives may also be offered."
Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html
