Description

Act as a Tier 3 escalation engineer, resolving complex technical issues for customers via telephone and email.

Responsibilities

• Resolve concerns regarding installation, operation, maintenance, and product compatibility.
• Troubleshoot hardware equipment and software applications to recommend corrective actions.
• Document customer communications and recurring technical issues to support product development.
• Collaborate with engineering, product management, and sales teams to diagnose problems.

Required Skills

• 3+ years of experience designing, deploying, configuring, and troubleshooting network protocols.
• Hands-on expertise with BGP, ACL, ARP, VRF, and VXLAN.
• Proficiency with ICMP, IGMP, IPSec, IPv4, IPv6, LACP, LLDP, MPLS, NAT, OSPFv2/v3, QoS, and SNMP.
• Experience with AAA/RADIUS/TACACS, DHCP, EVPN, IEEE 802.3x/802.1QbB, STP/RSTP/MST, VLAN (802.1Q), and VRRP.
• Strong analytical skills for triaging and troubleshooting complex environments.
• B.S. or MS in Computer Science, Networking, or a related technical field.

Preferred Skills

• Experience with troubleshooting tools like IXIA, tcpdump, or Wireshark.
• Strong comfort level with Linux and scripting in C++, Java, Python, Perl, JavaScript, or shell.
• Prior TAC experience and industry certifications.

Key Skills

Education

Any Graduate