Technical Support Engineer

As a Network Engineer, you will work with the existing team to ensure adequate coverage of 24x7x365 operations in Global Technical Assistance Center. You will directly interact with customers and other functional groups within to ensure highest level of customer satisfaction and help build a world class Support organization to support overall success.

Responsibilities

• Troubleshoot, resolve and document customer reported network issues

via phone and/or e-mail.

• Provide configuration recommendation and assistance in customer

service deployment.

• Recreate reported issues in lab with customer’s configuration and

topology.

• Work with sustaining engineering teams to investigate and resolve

software and hardware defects.

• Perform patch qualification related tasks.
• Analyze data traces using protocol analyzers to identify anomalies and

find solutions.

• Ensure customer’s reported issues are resolved to the client's

satisfaction in a timely manner.

Qualifications

• 4+ years of working experience in the data networking industry.
• Excellent verbal and written communication and organization skills.
• BS/MS in a computer related field or equivalent work experience.
• Any of the advanced networking certifications is preferred (CCIE,

CCNP, JNCIE, or JNCIP).

• Extensive knowledge and experience troubleshooting Layer-2/3

protocols for example, VLANs, VRRP, OSPF, BGP, ISIS, IPv4/6, ARP,

RIP, NAT, and Layer-4 protocols (TCP, UDP)

• Thorough understanding of application protocols, HTTP, SSL, FTP,

SMTP, RTSP, SIP, Diameter, and DNS.

• Demonstrate strong analytical, troubleshooting and problem solving

skills.

• Duties may require being on call periodically and working outside

normal working hours (evenings and weekends).

• Experience providing support to direct customers, resellers, and field

personnel in resolving product related issues.

• Contribute to technical documentation/knowledge base for internal

and/or external use.

• Experience with firewalls, network security, and/or Application Delivery

Switches (Server Load Balancers) is preferred