Technical Solutions Engineer Customer Support Sydney, Australia
vor 2 Monaten
Company Description:
Arista Networks is an industry leader in data-driven, client-to-cloud networking for large data center, campus, and routing environments.
What sets us apart is our relentless pursuit of innovation.
We leverage the latest advancements in cloud computing, artificial intelligence, and software-defined networking to provide our clients with a competitive edge in an increasingly interconnected world.
Our solutions are designed to not only meet the current demands of the digital landscape but to also anticipate and adapt to future challenges.
At Arista, we value the diversity of thought and perspectives that each employee brings to the table.
We believe that fostering an inclusive environment, where individuals from various backgrounds and experiences feel welcome, is essential for driving creativity and innovation.
Our commitment to excellence has earned us several prestigious awards, such as Best Engineering Team, Best Company for Diversity, Compensation, and Work-Life Balance.
At Arista, we take pride in our track record of success and strive to maintain the highest standards of quality and performance in everything we do.
Job Description Who You'll Work With:
Are you a top-tier Technical Support Engineer with a passion for solving customer problems?
At Arista, we are obsessed with making our customers successful and believe that giving our customers direct access to a top-level engineer who thrives on solving complex problems helps streamline the support process and nurture customer success.
We are seeking world-class technical solutions engineers (TSE) to come join our team to help support our products and solutions.
A TSE at Arista is equivalent to a Tier 3 TAC or Escalation Engineer in most support organizations.
We drive the success of our customers through passion and teamwork and via ensuring quick response times.
You will work with a diverse, multicultural team of top-notch engineers who act as our customers' champions.
You will also work closely with members of software/hardware engineering, product management, customer engineering, and sales teams.
The team culture is one of collaboration among highly technical individuals, as we work as One Team to deliver the highest levels of customer satisfaction.
This is a hybrid work environment where office presence is required 2-3 days a week.
Qualifications What You'll Do:
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 designing, deploying, configuring, supporting, troubleshooting, debugging, and administering 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 is 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 is 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 an MS in a technical field (CS/Networking preferred) or related.
Industry certifications are preferred.
Prior TAC experience preferred.
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