Senior Staff Engineer, Escalation Support Engineering

About the role

This is an exciting opportunity in Celestica’s Hardware Platform Solutions (HPS) to make a positive impact and be part of rapid business growth in a dynamic environment. This individual contributor role reports to the Customer Experience (CX) organization and focuses on troubleshooting and resolving customer technical issues related to networking (primarily Switching and Network Security), storage, and server software, with an emphasis on SONiC-related issues. The role is hands-on and requires interfacing with customers, managing escalations on mission-critical networks, and providing technical support under pressure.

The Network Engineer engages with customers to understand their topology, provide suggestions, answer questions, review configurations, and troubleshoot issues. They also participate in pre-sales activities, assisting Celestica’s Sales Engineers and Business Development teams. The role requires a deep understanding of networking protocols common in Data Center, Enterprise, and Campus scenarios, as well as the ability to author technical documentation such as Application Notes or Field Alerts for customer consumption.

Travel requirements may be up to 10% of the time, and the role may require working on weekends, holidays, and off-business hours to align with North America and Europe working hours.

Responsibilities

• Troubleshoot and resolve customer technical issues related to networking (Switching, Network Security), storage, and server software, with a focus on SONiC.
• Interface with customers to understand their network topology, provide technical guidance, review configurations, and answer questions.
• Participate in pre-sales activities, assisting Sales Engineers and Business Development teams.
• Author technical documentation, including Application Notes, FAQs, Installation Guides, User Manuals, and Troubleshooting Guides.
• Manage escalations on mission-critical networks and operations, driving systematic and expedient resolutions.
• Travel up to 10% of the time (domestic and international).
• Work on a rotation basis during weekends, holidays, and off-business hours to align with North America and Europe working hours.

Requirements

• Experience with the SONiC network operating system and FRR stack.
• Experience in designing, configuring, troubleshooting, and optimizing network hardware, topologies, and deployments (Data Center, Enterprise, Campus).
• Deep understanding of networking concepts, architecture, topology (Places-In-Network), and protocols including BGP, OSPF, ISIS, VXLAN, EVPN, IGMP, DHCP, BFD, VRF, Authentication (RADIUS/TACACS), Network Management protocols, NAT, Multicast, QoS (RoCE/DSCP), ACL, ZTP, Telemetry, Monitoring/Analytics.
• Deep understanding of Switching, Network Security, and Routing hardware architecture.
• Proficiency in Linux.
• Experience with scripting languages like Python (major plus).
• Direct customer interface experience.
• Experience writing technical documentation (e.g., Application Notes, FAQs, Installation Guides, User Manuals, Troubleshooting Guides).
• Ability to travel up to 10% of the time (domestic and international).
• Ability to work on weekends, holidays, and off-business hours to align with North America and Europe working hours.

Qualifications

• 10 to 14 years of relevant experience.
• Bachelor’s degree or equivalent combination of education and experience. Educational requirements may vary by geography.

Physical Demands

• Duties are performed in a normal office environment.
• Extended periods of sitting and sustained visual concentration on a computer monitor or detailed data.
• Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator) are frequently required.
• Occasional travel may be required.

Location

This is a remote position, with travel as necessary. Candidates near Celestica’s US locations in Massachusetts, Pennsylvania, Minnesota, Texas, Arizona, Oregon, or California, or near major airports in the Northeast, Southeast, Midwest, or Pacific Coast, are encouraged to apply.