Experienced Technical Support Specialist

2 days ago

Bengaluru, Karnataka, India beBeeNetwork Full time ₹ 1,04,000 - ₹ 1,30,878
Job Description

This is a key role for an experienced Technical Support Engineer who will lead and drive troubleshooting on Customer reported issues.

The successful candidate will be responsible for isolating Product issues at hardware/software level, replicating customer environments in lab, owning and documenting communication among customers, engineering and providing final fix.

  • Lead and drive troubleshooting on Customer reported issues.
  • Isolate Product issue at hardware/software level, replicate customer environments in lab, own and document communication among customers, engineering and provide final fix.
  • Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
  • Gain in-depth knowledge of the infrastructure and technologies that are present in customer s network profile; including their network topology, features, configurations, and service history, which results in faster resolution.
  • Partners internally with other Services teams to deliver focused support by participating in Customer reviews, Network trainings and driving critical issues to resolution.
  • Keep the other support teams trained on the designated CFTS customer network, practices followed.
  • Provides technical expertise and guidance during testing, deployment and operational phases for CFTS Customers.
  • Participate in tasks such as new product development projects, Knowledge base creation, trainings, and other documentation activities.
  • Mentor newly hired support engineers and peers in technical areas of specialty.
  • Products to be supported - Juniper Routing platforms (PTX, MX)

This is an individual contributor role. There will be weekend coverage as per roster and pager rotation coverage.

Key Skills and Qualifications
  • Excellent Customer handling and communication (verbal and written) skills
Technical Requirements
  • Thorough understanding of - Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP) IP routing protocols (BGP, OSPF, ISIS)
  • Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP)
  • Multicast protocols [IGMP, IGMP-snooping, PIM]
  • MPLS, L2 and L3 VPN, Traffic Engineering, LDP, RSVP, Segment Routing, VPLS.
PREFERRED SKILLS
  • Advanced Multicast technologies- NG-MVPN, Draft Rosen
  • Advanced Datacenter technologies- MC-LAG, VxLAN, EVPN
  • Perl/Python/Unix/Expect scripting

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