Blr] Senior Technical Support Engineer

BLR Senior Technical Support Engineer Location Bangalore India About Arrcus Arrcus was founded to enrich human experiences by interconnecting people machines and data Our team comprises world-class technologists with a proven record in delivering industry-leading networking products supported by visionary leaders experienced operators and Tier One VCs Role As a Senior Technical Support Engineer at Arrcus you will leverage advanced technical and customer communication skills to diagnose and resolve complex issues for customers You ll collaborate closely with both Customer Engineering and core Engineering teams to ensure customer success Responsibilities Troubleshoot and resolve complex hardware and software issues in customer production networks Replicate customer network problems in a lab environment for in-depth analysis Provide technical guidance to customers during network deployment operation and incident handling Manage mission-critical customer issues act as a liaison between customers and internal engineering escalation teams Advocate for customers to ensure timely problem resolution including detailed issue documentation and escalation Document and reproduce customer-reported issues coordinate with engineering fixes as necessary Develop technical specializations and contribute white papers KBs and documentation as needed Participate in cross-functional projects such as new product launches support readiness and process tool improvements Qualifications Bachelor s or Master s degree in Computer Science Electrical Engineering or related field Minimum 5 years in Technical Support or TAC roles supporting large-scale IP networks Strong problem-solving and troubleshooting skills adept at handling complex network scenarios In-depth knowledge of routing and switching protocols and technologies TCP IP BGP OSPF ISIS MPLS L2 L3 VPN VXLAN EVPN SRv6 Segment Routing NetOps experience with tools such as Ansible Vagrant Familiarity with Security Network Management and Linux platforms is a plus Excellent written and verbal communication skills Outstanding customer management and service orientation Bonus Skills Experience with traffic generators and network protocol analysis tools e g Wireshark IXIA Professional Networking Certifications CCIE JNCIE are a strong plus Benefits Competitive compensation packages including equity Medical Insurance Parental Leave Investors and Funding Arrcus has raised over 160M in funding from top tier Venture Capital firms VCs such as Prosperity7 Ventures Lightspeed Venture Partners General Catalyst and Clear Ventures as well as strategic investors such as Liberty Global SoftBank Corp and Samsung Next For more information go to or follow Equal Opportunity At Arrcus we re proud to be an equal opportunity employe Wee realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone A strong belief in culture addition will propel us forward together With this we consider qualified applicants without regard to race color religion creed gender national origin age disability veteran status sexual orientation pregnancy sex gender identity gender expression genetic information physical or mental disability HIV status registered domestic partner status caregiver status marital status veteran or military status citizenship status or any other legally protected category This policy applies to all terms and conditions of employment including but not limited t hiring placement promotion termination layoff recall transfer leaves of absence benefits compensation n and training Powered by JazzHR