Senior Technical Support Specialist

2 weeks ago

Bengaluru, Karnataka, India Spirent Communications Full time

Job Responsibilities

As a Senior Member of Technical Staff at Spirent Communications, you will be responsible for providing technical support to customers on a wide range of technical issues. This includes configuration, installation, troubleshooting, debugging, and more.

Key responsibilities include:

  • Investigating complex technical issues within the company's product and customer's test environment, collaborating with engineering teams, support teams, and customers as necessary.
  • Diagnosing, troubleshooting, and debugging Spirent and third-party computer networking equipment.
  • Maintaining and managing the global support lab, including installation, configuration, and management.
  • Replicating technical issues and filing defects with Spirent Engineering.
  • Communicating with Spirent Engineering and Product Managers regarding defects, features, and enhancements, and following up to ensure fixes are received and tested.
  • Communicating with all Spirent internal and external stakeholders regarding technical support issues, escalations, status updates, and more.
  • Completing and maintaining records of customer issues, product defects, and other relevant information using Spirent's CRM tools.
  • End-to-end ownership of customer issues that appear to arise from the usage of Spirent products.
  • Contributing to the Spirent knowledge base.

Job Requirements

The ideal candidate will have:

  • A bachelor's degree or master's degree in Computer Science, Electronics, Telecommunications, or a related field, with 3-6 years of relevant work experience.
  • At least 3-6 years of experience in a TAC (Technical Assistance Center) role and customer-facing activities in a B2B environment.
  • Strong knowledge of network security concepts, including methodology and morphology of network attacks.
  • Knowledge of TCP/IP networking, IP packet flows, and Internet technologies.
  • Layer 2 technologies, including Ethernet, 802.1q/p, VLAN, STP, RSTP, ARP, PPP, and LACP.
  • Layer 3 technologies, including IP and related technologies such as ICMP, TCP, QoS, and VRRP.
  • Routing protocols, including RIP, OSPF, BGP, and ISIS.
  • Knowledge of streaming media and triple play.
  • Knowledge of MPLS, VPLS, L2 VPNs, L3 VPNs, EVPN, and VXLAN.
  • Knowledge of LDP, segment routing, RSVP, and multicast technologies.
  • Hands-on experience with Wireshark, TCP Dump, HTTPWatch, and similar debugging tools.
  • Training and certification in CCNA, RHCE, VCP, and cloud technologies.
  • Knowledge of automation and scripting in Perl, Python, and TCL/Tk, and experience with test and measurement tools.

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