ARC Support Engineer - L3

We are seeking an experienced ARC Support Engineer - L3 to join our team in Bengaluru, Karnataka, India. As an onsite role, you will primarily work from an HPE office.

As an ARC Support Engineer - L3, you will lead and drive troubleshooting on customer-reported issues, isolate product issues at the hardware/software level, replicate customer environments in a lab, and provide final fixes. You will also be a customer advocate for timely resolution of problems, understand the environment/network and impact on business, and gain in-depth knowledge of the infrastructure and technologies present in customer's network profiles.

Key responsibilities include:

• Leading and driving troubleshooting on customer-reported issues
• Isolating product issues at the hardware/software level and replicating customer environments in a lab
• Providing final fixes and documenting communication among customers, engineering, and other stakeholders
• Being a customer advocate for timely resolution of problems
• Understanding the environment/network and impact on business
• Gaining in-depth knowledge of the infrastructure and technologies present in customer's network profiles
• Partnering internally with other services teams to deliver focused support
• Keeping other support teams trained on the designated ARC customer network and practices
• Providing technical expertise and guidance during testing, deployment, and operational phases for ARC customers
• Participating in tasks such as new product development projects, knowledge base creation, trainings, and other documentation activities
• Mentoring newly hired support engineers and peers in technical areas of specialty

Requirements:

• B.E. in Electronics/Engineering or Computer Science (or equivalent) with a minimum of 7 years' experience in the networking industry
• Extensive experience with Juniper platforms, such as routers, switches, and firewalls
• Strong understanding of Layer 3 - IP and related technologies, including ICMP, TCP, GRE, QoS, VRRP, IP routing protocols, and others
• Experience with Perl/Python/Unix/Expect scripting
• Excellent customer handling and communication skills

Preferred qualifications:

• 9+ years of extensive JUNOS experience or a minimum of 5+ years' experience in product support/TAC, troubleshooting datacenter networks, and enterprise core networks
• Platform knowledge: Juniper (routers, switches), Cisco, Arista, Alcatel, traffic generators (Ixia, Agilent)
• Preferred certifications: JNCIS/JNCIP/JNCIE/CCNA/CCNP/CCIE and others equivalent

We offer a comprehensive suite of benefits that support the physical, financial, and emotional well-being of our team members and their loved ones.