AddressCompany Description
Arista Networks is an industry leader in data-driven, client to cloud networking for large data center, campus and routing environments. Our switch systems have touched every corner of the market - from the data centers of the world's largest cloud-computing companies to your local university's server room, and every application in between. We design virtually all the hardware and software that goes into our products and it's a badge we wear proudly. This wouldn't be possible without the likes of talented engineers who are given the opportunity to fully lead their own projects and the freedom to think outside the box.
Going far beyond the standard call center or tiered support position, the Technical Solutions Engineer at Arista Networks is a top-level engineer, equivalent to a Tier 3 or Escalation Engineer in most support organisations.
The TSE works in a non-silo environment, supporting all of Arista'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.
Qualifications
Responsibilities:
- 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 recommend 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 the networking industry, products, and protocols
- Minimum of 3+ years of hands-on experience and a combination of the designing, deploying, configuring, supporting, troubleshooting, debugging and administering of the following network protocols and technologies:
- AAA/RADIUS/TACACS, ACL, ARP, BGP (RFC 4271), DHCP, 1G/10G Ethernet (IEEE 802.3ab & IEEE 802.3ae) and other higher speed Ethernet interfaces, EVPN, IEEE 802.3x flow control and IEEE 802.1Qbb priority-based flow control, ICMP, IGMP, IPSec, IPv4 & IPv6, LACP, LLDP, MACSec, MPLS, NAT, OpenFlow, OSPFv2 and OSPFv3, PIM, QoS, Sflow, SNMP, STP/RSTP/MST (IEEE 802.1D), VARP, VRRP, VLAN (IEEE 802.1Q), VRF, VXLAN
- 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)/ Cloud Environment/Automation a plus
Desired skills:
The ideal candidate possesses the ability to troubleshoot 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 B.S or ideally a MS in a technical field (CS/Networking preferred) or related. Industry certifications are preferred. Prior TAC experience preferred.
Additional Information
All your information will be kept confidential according to EEO guidelines. All applicants must have valid working rights for Australia.
