Application Support Engineer

About the role

The Technical Support Engineer (TSE) at Arista Networks works in a non-silo environment, supporting all of Arista’s products. They work directly with both the customer and, when needed, the software and hardware development teams. The TSE team performs all their own recreates in a dedicated lab environment, providing customers direct access to a high-level engineer which streamlines the support process and raises customer satisfaction.

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.
• Interact with customers to address their needs and concerns.
• Troubleshoot problems with hardware equipment and software applications and recommend corrective action.
• Document customer communication and recurring technical issues to support product quality programs and product development.

Qualifications

• 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, as is the ability to triage.
• A high aptitude for both learning and teaching is necessary, as our engineers work closely with other members of Customer Engineering as well as both Software and Hardware development.
• Excellent written and verbal communication skills are a must, as is a collaborative approach.
• Prior experience of 5+ years working in a Support/Technical Assistance Center (TAC) team.
• Linux and shell scripting skills such as log reading and performance testing are highly desired.
• Networking knowledge preferred (HTTP, TCP, IP, subnetting).
• Experience supporting a cloud service.
• General familiarity with concepts like multi-tenancy, password management, common access issues that customers might have with a cloud service.
• Experience with REST APIs, Swagger, and JSON.
• Experience using or building REST clients (curl, postman, python).
• A good understanding of MySQL.
• Familiarity with JavaScript is a plus.
• Debug and troubleshoot the customer's environment, collect additional information about the problem, and resolve network performance issues.
• Quickly assess and understand customers' issues and business impact.
• Ability to reproduce customer-reported issues in the lab environment, work with development and QA to verify and fix them before they are rolled out to our customers.

Education

• Minimum education is a MS in a technical field (CS/EE/ITP preferred).
• Industry certifications preferred.
• Prior TAC experience preferred.

Pay

The new hire base pay for this role has a pay range of $71,000 to $126,000. Arista offers different pay ranges based on work location, so that we can offer consistent and competitive pay appropriate to the market. The actual base pay offered will be based on a wide range of factors, including skills, qualifications, relevant experience, and work location. The pay range provided reflects base pay only and in addition certain roles may also be eligible for discretionary Arista bonuses and equity.

Benefits

• Medical, dental, and vision insurance.
• Wellbeing programs.
• Tax savings and income protection.

Additional Information

Arista Networks is an equal opportunity employer. Arista makes all hiring and employment-related decisions in a non-discriminatory manner without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other factor determined to be unlawful under applicable federal, state, or local law. All your information will be kept confidential according to EEO guidelines.