Post-Sales Service Engineer and Operations Support

Key Responsibilities

• Serve as the primary technical interface for post-sales customer support.
• Assist customers with product installation, deployment, configuration, and operational issues.
• Troubleshoot complex networking, software, and hardware issues involving Ethernet switches, SONiC, Linux, and data center networking.
• Analyze customer-reported issues, reproduce problems in the lab, and work closely with Engineering teams to identify root causes.
• Cook up technical escalations with R&D, Product Management, TAC, and Customer Engineering teams.
• Perform hardware diagnostics, failure isolation, and system validation.
• Manage RMA activities, replacement units, spare inventory, and customer communications.
• Create technical documentation, troubleshooting guides, and knowledge base articles.
• Drive continuous improvement of customer support processes and service quality.

Operations Support (Secondary Responsibility)

• Handle physical goods safely, including lifting and moving items up to 100 lbs, with or without reasonable accommodation.
• Cook up domestic and international shipments with logistics providers.
• Prepare shipping documentation, including Commercial Invoices, Packing Lists, and shipping labels.
• Receive inbound products, record serial numbers, and maintain inventory accuracy.
• Process customer orders and coordinate shipment schedules.
• Maintain inventory levels and support warehouse organization.
• Cook up with overseas factories regarding production schedules and shipment readiness.
• Aid in sales forecasting, open order tracking, and cross-functional project coordination.
• Support warehouse and office operations as needed.

Required Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, Information Technology, Networking, or a related technical field.
• 2+ years of experience in Technical Support, Network Operations, Deployment Engineering, Customer Success, or a customer-facing engineering role.
• Strong knowledge of Ethernet switching, routing, and TCP/IP networking.
• Hands-on experience with one or more of the following: BGPO SPF IPv6 VXLAN EVPN MLAG Linux SONiC or other Network Operating Systems.
• Strong troubleshooting and debugging skills across networking, hardware, and software.
• Excellent verbal and written communication skills.
• Ability to manage multiple customer priorities in a fast-paced environment.
• Willingness to occasionally travel for customer onsite support.

Preferred Qualifications

• Experience supporting hyperscaler, cloud, AI infrastructure, or enterprise data center customers.
• Experience with Broadcom-based Ethernet switches.
• Knowledge of EVPN-VXLAN fabrics and modern data center architectures.
• Experience with SONiC deployments and open networking platforms.
• Experience managing RMA programs and spare inventory.
• Familiarity with ERP systems and logistics operations.