Post-Sales Service Engineer

Responsibilities

• Lead post-sales technical support and service delivery for strategic customers, including deployment assistance, issue management, escalation handling, and solution validation.
• Serve as a primary technical interface between customers and Micas engineering teams, ensuring timely resolution of product and deployment issues.
• Troubleshoot complex networking, software, and hardware issues across switching platforms, operating systems, and data center environments.
• Collaborate closely with Product Management, R&D, TAC, and Customer Engineering teams to reproduce, analyze, and resolve customer-reported issues.
• Perform hardware-level diagnostics and failure isolation, including power, thermal, and component-related troubleshooting when required.
• Manage RMA and replacement activities, including spare unit coordination, inventory tracking, logistics follow-up, and customer communication.
• Develop troubleshooting guides, knowledge base articles, service documentation, and operational best practices.
• Participate in customer onsite support activities, lab validation, proof-of-concept testing, and deployment readiness reviews.
• Drive continuous improvement of support processes, service quality, and customer satisfaction.

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, Networking, or a related technical field.
• 3+ years of experience in technical support, network operations, deployment engineering, customer success, or related customer-facing technical roles.
• Strong knowledge of Ethernet switching, routing, and data center networking technologies.
• Hands-on experience with networking protocols including: BGPOSPFIPv6VXLANEVPNMPLS VPNMLAG/VSU.
• Experience with Linux, SONiC, or other network operating systems.
• Strong troubleshooting and debugging skills across hardware, software, and networking domains.
• Excellent communication skills with the ability to engage customers, partners, and cross-functional engineering teams.
• Ability to manage multiple priorities in fast-paced customer environments.

Preferred Qualifications

• Experience supporting hyperscaler, cloud, AI infrastructure, or enterprise data center environments.
• Familiarity with open networking platforms and whitebox switching solutions.
• Experience working with Broadcom-based Ethernet switches and SONIC deployments.
• Knowledge of data center architectures including EVPN-VXLAN fabrics and AI cluster networking.
• Experience with RMA operations, spare parts management, and field service processes.
• Project management or customer deployment experience involving large-scale network rollouts.