Senior Network Architect

Network Infrastructure Expert

Our organization seeks a highly skilled Network Infrastructure Expert to join their team. The ideal candidate will have expertise in troubleshooting complex network issues and providing exceptional support to customers.

Responsibilities include:

• Diagnosing and resolving various network-related and product-related issues reported by customers.
• Providing support on customer cases with full accountability on escalation cases raised by the Tier 1 teams and facilitating discussions with the Product development teams as needed.
• Investigating areas of misalignments or issues that are critical dead-ends and providing suggestions to mitigate them.
• Identifying issues through support trends and suggesting corrective actions to prioritize resolution of specific high-touch issues, enhance product UX, and make the UI more intuitive.
• Performing lab recreates in our internal lab setup as part of the troubleshooting process, as necessary.
• Providing support and mentoring to Tier 1 team members in complex troubleshooting scenarios.
• Staying up-to-date on latest features and trending technology, participating in team communication, and keeping up with enterprise and networking trends.
• Working closely with other members of Customer Engineering as well as both Software and Hardware development teams in diagnosing problems and communicating them in multiple technical contexts.
• Interpersonal skills and product knowledge are critical to responding to daily customer-centric activities.
• Reading and analyzing packet captures using Wireshark/tcpdump to resolve sophisticated networking issues on customers' devices.
• Documenting customer communication and recurring technical issues to support product quality programs and product development.
• Using acquired knowledge to suggest and contribute to Knowledge Base articles.

Key qualifications include:

• Knowledge of the networking industry, products, and protocols.
• Knowledge of TCP/IP and OSI model, IP Address and Subnetting, ARP, DHCP, DNS, POE (IEEE 802.3af/at/bt), ICMP, IPv4 & IPv6, and IEEE 802.1Q trunking, Wireless LAN Fundamentals, VPN, NAT/PAT, etc.
• Knowledge of troubleshooting utilities such as Ping, Traceroute, Wireshark (or similar packet capture and analysis tools) is highly desired.
• Proven work experience in troubleshooting complex and dynamic customer environments.
• Expertise in balancing the communications needs of each customer case.
• A strong analytical mind and the ability to triage.
• A high aptitude for both learning and teaching.
• Excellent written and verbal communication skills.
• Ability to clearly and concisely articulate matters to customers.
• Outstanding customer service skills.
• Excellent account management, follow-through, and attention to detail.
• Ability to multitask and be adaptable to work in a fast-paced environment.
• 1+ years of experience in computer networking-related problem-solving, critical thinking, and troubleshooting.

By joining our team, you will gain valuable experience in a dynamic and supportive environment. You will have opportunities to grow professionally and develop your skills in a rapidly evolving field.

Preferred qualifications include:

• Bachelor's/Master's Degree in Engineering/Computer Science/IT is preferred but not mandatory.
• Networking certifications are a plus.