Job Description

Going far beyond the standard call center or tiered support position, the Technical Solutions Engineer (Cloudvision/CVaaS) at Arista Networks is a top-level engineer and equivalent to a Tier 3 or Escalation Engineer in most support organizations.

Our TSEs work together to support all of Arista’s products and the many network protocols and features focusing on Cloudvision Portal (CVP) / CVaaS and Cloud EOS. TSE will work directly with both the customer and the software and hardware development teams, as needed. The Cloudvision/ CVaaS/ Cloud EOS Products TSE team also performs all their own recreates in a dedicated lab environment.

At Arista, we believe that giving our customers direct access to a high-level engineer streamlines the support process and leads to customer satisfaction.

Responsibilities

• Post-sales support for Arista products focusing on Cloudvision Portal (CVP / CVaaS).
• Respond to customer product inquiries via telephone or email.
• Resolve customer concerns raised during installation, operation, and maintenance as well as product application or compatibility inquiries.
• Interpersonal skills, product knowledge/expertise are critical to responding to daily, customer-centric activities.
• Troubleshoot problems with hardware/software applications and recommend corrective action.
• Document customer communication and recurring technical issues to support product quality programs and product development.

Qualifications

• Minimum of 1- 10 years hands-on experience and a combination of designing, deploying, configuring, supporting, troubleshooting, debugging, and/or administering the network protocols and/or technologies.
• Expert technical knowledge is required in several of the following areas: Network management platforms, DevOps platforms, APIs (JSON, gRPC etc.), scripting (Python, etc.) and UI/UX workflows
• General knowledge is preferred in the following areas: Ethernet, VLANs, IP routing, TCP/IP, Multicast, Protocols (BGP, ISIS, OSPF, PIM, IGMP; etc.).
• Working experience with Server virtualization highly desired (VMware ESXi, Microsoft Hyper-V, KVM, etc)
• Experience with network troubleshooting tools such as Tcpdump and Wireshark are highly desired.
• Familiarity with
  • Programming/scripting (Python, shell) highly desired
  • Containers (Kubernetes, Docker, etc.) highly desired
  • Overlay platforms VMWare NSX, Cisco ACI highly desired
  • Linux OS navigation required
  • Ansible, Terraform
  • Public clouds (AWS, Azure, GCP)

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 with the ability to triage effectively in order to function efficiently in this role. As we are continually releasing new features and products and thus a high aptitude for both learning and teaching are required.