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.
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.

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.
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.

Health & Wellbeing We 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 Development We 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 Inclusion We 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.

Staff - Advanced Technical Support Engineer - Switching, EX/QFX

Key skills