Job Description
Who You'll Work With
Are you a top-tier Technical Support Engineer with a passion for solving customer problems? At Arista, we are obsessed with making our customers successful and believe that giving our customers direct access to a top-level engineer who thrives on solving complex problems helps streamline the support process and nurture customer success.
We are seeking world-class technical solutions engineers (TSE) to come join our team, to help support our products and solutions. A TSE at Arista is equivalent to a Tier 3 TAC or Escalation Engineer in most support organizations. We drive the success of our customers through passion and teamwork and via ensuring quick response times. You will work with a diverse, multicultural team of top-notch engineers who act as our customers' champions. You will also work closely with members of software/hardware engineering, product management, customer engineering, and sales teams. The team culture is one of collaboration among highly technical individuals, as we work as One Team to deliver the highest levels of customer satisfaction.
This is a hybrid work environment where office presence is required 2-3 days a week.
Qualifications
Responsibilities:
Respond to customer product inquiries via telephone or in written, internet-based email.
Resolve customer concerns raised during installation, operation, maintenance, or product application or compatibility matters.
Interpersonal skills and product knowledge and expertise are critical to responding to daily customer-centric activities.
Troubleshoot problems with hardware equipment and software applications and recommend corrective action.
Document customer communication and recurring technical issues to support product quality programs and product development.
Required Product Knowledge and Technical Skills:
Working knowledge of the networking industry, products, and protocols.
Minimum of 3+ years of hands-on experience and a combination of the designing, deploying, configuring, supporting, troubleshooting, debugging, and administering of the following network protocols and technologies:
AAA/RADIUS/TACACS, ACL, ARP, BGP (RFC 4271), DHCP, 1G/10G Ethernet (IEEE & IEEE and other higher speed Ethernet interfaces, EVPN, IEEE flow control and IEEE priority-based flow control, ICMP, IGMP, IPSec, IPv4 & IPv6, LACP, LLDP, MACSec, MPLS, NAT, OpenFlow, OSPFv2 and OSPFv3, PIM, QoS, Sflow, SNMP, STP/RSTP/MST (IEEE), VARP, VRRP, VLAN (IEEE), VRF, VXLAN.
Experience with troubleshooting tools such as IXIA, tcpdump, and Wireshark (or similar packet generation and analysis tools) is highly desired.
A strong comfort level with Linux is highly desired.
Familiarity with programming/scripting (C++, Java, Python, Perl, JavaScript, shell)/ Cloud Environment/Automation a plus.
Desired skills:
The ideal candidate possesses the ability to troubleshoot complex and dynamic customer environments while balancing the communications needs of each case. A strong analytical mind is required, as is the ability to triage. As we are continually releasing new features and products, a high aptitude for both learning and teaching is required.
Our engineers work closely with other members of Customer Engineering as well as both Software and Hardware development – both in diagnosing problems as well as communicating them in multiple technical contexts. Thus, excellent written and verbal communication skills are a must, as is a collaborative approach.
Education:
Minimum education is a Bachelor's or ideally a MS in a technical field (CS/Networking preferred) or related. Industry certifications are preferred. Prior TAC experience preferred.
Additional Information
Benefits:
Global company and market leader
Fantastic workplace culture
Central CBD location with flexible working arrangements
Great career prospects
Excellent facilities with modern tools of the trade
Breakout areas/free coffees at local cafe/table tennis/foosball/regular team events
Australian Work Rights:
Only candidates with Australian Citizenship, Australian Permanent Residency or otherwise a demonstrable legal entitlement to work in Australia for the duration of employment will be considered for roles in Australia. Please review open roles in other geographical regions of Arista if you have complementary skills.
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