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 1-2 days a week.

What You’ll Do

The ideal candidate possesses the ability to troubleshooting 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.

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 recommends corrective action.
• Document customer communication and recurring technical issues to support product quality programs and product development.

Qualifications

• Working knowledge of networking industry, products, and protocols
• Minimum of 1-7 years hands-on experience and a combination of the following; designing, deploying, configuring, supporting, troubleshooting, 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
• Minimum education is a MS in a technical field (CS/EE/ITP preferred). Industry certifications preferred. Prior TAC experience preferred.
• 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

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