Technical Solutions Engineer

Who You'll Work With

Going far beyond the standard call center or tiered support position, the Technical Solutions Engineer at the company is a top level engineer, equivalent to a Tier 3 or Escalation Engineer in most support organizations.

The TSE works in a non-silo environment, supporting all of the company’s products and the many  network  protocols and features covered by EOS. 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.

Required Product Knowledge and Technical Skills

• Working knowledge of  networking  industry, products, and protocols

• Minimum of 1-5 years hands-on experience and a combination of the following; designing, deploying, configuring, supporting, trouble shooting, debugging and administering the following  network  protocols and technologies:

• AAA/TACACS, ACL, ARP, BGP (RFC 4271), DHCP, 1G/10G Ethernet (IEEE 802.3ab & IEEE 802.3ae), Flow Control, ICMP, IGMP, IPv4 & IPv6, LACP, LLDP, MPLS, NAT, Open Flow, OSPF (RFC 2328), PIM, QOS, RIP, Sflow, SNMP, STP/RSTP/MST (IEEE 802.1d), VARP/VRRP, VLAN (IEEE 802.1q), VRF

• Experience with  troubleshooting  tools such as IXIA, tcpdump, and Wireshark (or similar packet generation and analysis tools) is highly desired

• A strong comfort level with Linux is highly desired

• Familiarity with programming/scripting (C++, Java, Python, Perl, JavaScript, shell) a plus

#LI-EO1

Desired Skills

The ideal candidate possesses the ability to  troubleshooting  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.

Education

Minimum education is a MS in a technical field (CS/EE/ITP preferred). Industry certifications preferred. Prior TAC experience preferred.

The company is an industry leader in data-driven, client-to-cloud networking for large data center, campus and routing environments. What sets us apart is our relentless pursuit of innovation. We leverage the latest advancements in cloud computing, artificial intelligence, and software-defined networking to provide our clients with a competitive edge in an increasingly interconnected world. Our solutions are designed to not only meet the current demands of the digital landscape but to also anticipate and adapt to future challenges.

At the company we value the diversity of thought and perspectives that each employee brings to the table. We  believe that fostering an inclusive environment, where individuals from various backgrounds and experiences feel welcome, is essential for driving creativity and innovation.

Our commitment to excellence has earned us several prestigious awards, such as Best Engineering Team, Best Company for Diversity, Compensation, and Work-Life Balance. At the company, we take pride in our track record of success and strive to maintain the highest standards of quality and performance in everything we do.