Technical Lead ()

Responsibilities

• Leverage both technical and communication skills to troubleshoot and resolve customer problems with ArcOS products.
• Work collaboratively with the Customer Engineering team to address customer inquiries and intricate networking issues.
• Offer solutions for preventing customer network issues and provide counsel on future utilization scenarios.
• Provide prompt initial analysis and feedback on customer reported issues, adhering to strict SLAs based on issue severity.
• Participate in live debug sessions with customers to understand and resolve active traffic outages in their network.
• Analyze available logs initially and escalate to the Engineering team if necessary.
• Act as a customer advocate for timely resolution of issues and problem reproduction, escalating as needed.
• Help customers with queries about feature configuration or working in ArcOS by referencing relevant configuration guides and discussing engineering as required.
• Diagnose and troubleshoot hardware and software issues, replicate customer environments and network problems in a lab, and coordinate fixes with the engineering department.
• Provide suitable workarounds or steps to prevent reported problems until any required software fix is provided.
• Offer technical expertise and guidance during testing, deployment, and operational phases of networks.
• Work on networking protocols including TCP/IP, Ethernet, Layer 2/3 protocols like STP, LACP, BGP, BGP EVPN, ISIS, SR, MPLS, L3VPN, SR, and validate networking functionality and performance through automation processes.
• Execute automated test cases using Python for networking protocols and develop Data Path and Control Plane Test cases using IXIA.
• Test and validate Service Provider and Datacenter technologies such as SRv6, VxLAN EVPN, and TRM.
• Integrate expertise in network technology with other technologies to extend the potential use cases for Arrcus products and manage critical customer issues.
• Facilitate communication between customers and engineering teams.

Qualifications

• Bachelor's degree in Computer Science, Computer Science and Engineering, or a related field.
• At least 5 years of work experience.