Staff – Advanced Technical Support Engineer – Switching, EX/QFX

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Diagnose complex network-related issues within the EX-series and QFX-series Switching product lines.

• Collaborate directly with customers and engineering teams to investigate and resolve inquiries.

• Acquire in-depth product knowledge and take charge of essential Support responsibilities.

• Engage in advanced debugging, reproducing customer issues, mentoring, and composing clear documentation.

• Record and replicate customer problems while coordinating resolutions with the engineering department.

• Oversee critical customer accounts and manage escalation requests.

• Troubleshoot hardware and software challenges, replicating customer environments and network issues in the lab.

• Facilitate effective communication between customers, escalation teams, and engineering for bug resolutions and workarounds.

• Provide continuous technical and process training on new product developments and service offerings.

• Act as the team’s escalation point for complex technical and customer-related issues.

• Contribute as a technical expert in product marketing meetings and support readiness projects.

• Collaborate with external partners, vendors, and customers to accurately document and disseminate FAQs.

⛳️ Requirements

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field; relevant work experience may be accepted in lieu of a degree.

• Over 6 years of experience in supporting, designing, and implementing IP networks.

• Candidates with extensive experience in troubleshooting, implementing, and supporting large-scale IP networks are preferred.

• Relevant certifications in switching and routing are an advantage. (JNCIA, JNCIS, JNCIP, JNCIE - CCNA, CCNP, CCIE)

• Exceptional verbal and written communication, presentation, and customer service skills.

• Act as a technical lead to provide mentorship and training for team members.

• Ability to logically troubleshoot complex, high-impact problems.

• Knowledge of IP packet flow and OSI layers, particularly Layer 3 - IP and associated technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP).

• Familiarity with IP routing protocols (BGP, OSPF, ISIS, RIP).

• Understanding of EVPN / VxLAN Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP).

• Experience with traffic generator tools such as Spirent and IXIA.

• Knowledge of MPLS, VPLS, L2, and L3 VPNs, as well as MPLS Traffic Engineering, LDP, RSVP, Multicast technologies, NG-MVPN, and PIM EVPN / VxLAN; AI/ML experience is a plus.

• Proficiency in Linux and Unix scripting with Perl.

🏝️ Benefits

• Health & Wellbeing

• Personal & Professional Development

• Unconditional Inclusion