Description

You provide advanced technical support for data center and enterprise network environments. You document and reproduce customer issues in a lab environment to coordinate fixes with engineering. You manage critical customer accounts and serve as the primary escalation point for tier 1 and 2 teams. You troubleshoot hardware, software, and network problems, including environment replication. You mentor new hires and provide technical training on new product developments and service offerings. You develop FAQ documentation and knowledge base content for internal and external use.

Responsibilities

• Reproduce and document customer issues in lab environments to drive engineering fixes.
• Manage critical customer accounts and serve as the primary escalation point for tier 1 and 2 teams.
• Troubleshoot hardware, software, and network problems, including environment replication.
• Mentor new hires and provide technical training on new product developments.
• Develop and maintain FAQ documentation and knowledge base content.

Required Skills

• 4-5 years of experience supporting Data Center and Enterprise networks.
• Deep knowledge of IP networking layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking, QoS, STP, RSTP, OSPF, VRRP, IGMP, BGP, MPLS).
• Hands-on experience configuring and troubleshooting switches and routers.
• Proficiency with Unix and Linux operating systems.
• Scripting experience using Python and Basic Shell.
• Experience using traffic generator tools such as Spirent and IXIA.
• Strong communication and interpersonal skills for customer and engineering coordination.
• Ability to perform onsite troubleshooting and occasional travel.
• Willingness to work weekend rotations.

Preferred Skills

• Experience with EVPn/VxLAN.
• AI/ML experience.
• Network Storage experience including NAS, SAN, FC, ESX, and VM.

Key Skills

Education

Any graduate