About the role
Job Description
Who You'll Work With
Going far beyond the standard call centre 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 organizations.
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.
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 recommends corrective action. * Document customer communication and recurring technical issues to support product quality programs and product development.
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Qualifications
* Working knowledge of networking industry, products, and protocols * Minimum of 1-5 years hands-on experience and a combination of the following; designing, deploying, configuring, supporting, trouble shooting, debugging and administering the following network protocols and technologies: * AAA/TACACS, ACL, ARP, BGP (RFC 4271), DHCP, 1G/10G Ethernet (IEEE 802.3ab & IEEE 802.3ae), Flow Control, ICMP, IGMP, IPv4 & IPv6, LACP, LLDP, MPLS, NAT, Open Flow, OSPF (RFC 2328), PIM, QOS, RIP, Sflow, SNMP, STP/RSTP/MST (IEEE 802.1d), VARP/VRRP, VLAN (IEEE 802.1q), VRF * 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) a plus