Staff – Advanced Technical Support Engineer – Switching, EX/QFX
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Job Description
Senior Network Engineer troubleshooting sophisticated network issues across EX-series and QFX-series for Hewlett Packard Enterprise. Collaborating with customers and engineering to resolve queries and manage escalations.
Responsibilities:
- Troubleshoot sophisticated network related issues across the EX-series and QFX-series Switching product line.
- Work directly with customers and engineering to investigate and resolve queries.
- Develop deep product knowledge and take ownership of key Support responsibilities.
- Advanced debugging, customer issue reproduction, mentoring, and writing clear documentation.
- Document and reproduce customer problems and coordinate fixes by engineering department.
- Manage critical customer accounts and escalation requests.
- Troubleshoot hardware and software issues, replicate customer's environment, network problems in the lab.
- Facilitate communication between customers, escalation and engineering for bug fixes/workarounds.
- Provide ongoing technical and process training on new product developments and service offerings.
- Serve as team escalation point for difficult technical and customer issues.
- Participate as technical expert in product marketing meetings and support readiness project work.
- Work with external partners, vendors, and customers to clearly document and distribute FAQs.
Requirements:
- Bachelor’s or Master’s in Computer Science, Information Systems, or a related field work experience can be substituted in lieu of a degree
- 6+ years of experience supporting, designing, and implementing IP networks.
- Candidates who have extensively worked on troubleshooting, implementing, and supporting large IP networks.
- Certifications for switching and routing a plus. (JNCIA, JNCIS, JNCIP, JNCIE - CCNA, CCNP, CCIE)
- Excellent verbal and written communication, presentation and customer handling skills.
- Technical lead to provide mentoring and training for team members.
- Ability to logically troubleshoot complex and high-impact problems.
- IP Packet flow, OSI layers Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP)
- IP routing protocols (BGP, OSPF, ISIS, RIP)
- EVPN / VxLAN Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP)
- Traffic generator tools such as Spirent and IXIA.
- MPLS, VPLS, L2, and L3 VPN MPLS Traffic Engineering, LDP, RSVP Multicast technologies NG-MVPN, PIM EVPN / VxLAN AI/ML experience a plus
- Experience with Linux Perl/Unix scripting
Benefits:
- Health & Wellbeing
- Personal & Professional Development
- Unconditional Inclusion
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