Senior Cloud Network Engineer

Job Title: Senior Cloud Network Support Engineer (L2 & L3)

Experience - 4-8
Location: Viman Nagar, Pune
Work Mode: 6 Days Work From Office (WFO)
Shift: Rotational

We are seeking an experienced Senior Cloud Network Support Engineer to manage, troubleshoot, and resolve complex networking issues in a cloud-based infrastructure. The ideal candidate will provide L2 & L3 support, serve as an escalation point, collaborate with internal and external stakeholders, and ensure seamless network operations.

• Act as a Subject Matter Expert (SME) in networking, fleet monitoring, and customer support practices, ensuring smooth and efficient cloud service operations.
• Serve as the escalation point of contact for complex network issues affecting customers, business leaders, IT teams, and Managed Service Providers (MSPs).
• Plan, implement, and oversee assigned project tasks, ensuring they align with defined processes and standards.
• Ensure compliance with change management processes when executing projects and updates.
• Monitor the support queue for new requests, changes, or project tasks, ensuring timely resolution.
• Collaborate cross-functionally with teams such as Network TPM, Engineering, Facilities, and Security to address issues and implement solutions.
• Work closely with vendors on project delivery, ensuring quality and compliance with standards.
• Prepare and share weekly and monthly reports on the progress of initiatives and project statuses.
• Drive technical strategies, troubleshooting methods, and best practices across the team.
• Serve as the Voice of the Customer, providing technical recommendations and solutions based on customer feedback.
• Maintain clear and consistent communication with stakeholders, offering regular updates on key initiatives and issues.
• Follow industry best practices for safety, security, and compliance in both internal systems and customer environments.
• Investigate and resolve customer-reported issues related to networking, applying deep technical expertise in network protocols, configurations, and troubleshooting tools.
• Participate in the on-call rotation to manage and resolve network incidents and outages.
• Stay updated on emerging technologies and new network designs to proactively suggest improvements to the team and the business.
• Troubleshoot complex networking issues, with expertise in operating systems (Linux/Windows), networking protocols (TCP/IP), and Internet fundamentals.
• Handle complex networking protocols, such as DNS, routing, switching, firewalls, LAN/WAN, and others.

• Bachelor degree in Computer Science, Engineering, or a related field, or equivalent work experience.
• Advanced knowledge of networking, including experience with enterprise-level deployments (routing, switching, etc.).
• Proven ability to solve complex technical problems with a strong customer-focused approach.
• Excellent communication skills, with the ability to clearly convey complex technical information to internal and external stakeholders.
• Detail-oriented and strategic thinker with the ability to manage multiple tasks simultaneously.
• Strong documentation skills, including the ability to write clear and concise knowledge base articles and technical documentation.
• Proven ability to work independently and thrive in a fast-paced, startup environment.
• Hands-on experience writing scripts for task automation to increase efficiency and streamline support processes.
• Proficiency in configuring and managing virtual server environments.
• Knowledge and experience with devices and solutions from Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto, etc.
• Familiarity with managing end-to-end application stacks from the operating system layer through custom applications.
• Experience configuring software-based load balancing solutions.
• Hands-on experience with monitoring, tracing, and alerting tools such as CloudWatch, Grafana, Datadog, Prometheus, etc.
• Strong understanding of security best practices and network security protocols.
• Familiarity with domain transfers, DNS records, and DNS security.
• Extensive experience with networking troubleshooting tools (traceroute, mtr, ping, iperf, dig, nslookup, cURL, tcpdump, Wireshark, etc.).
• Experience in IT service monitoring and troubleshooting.

Preferred Qualifications:

• Proven ability to take ownership and deliver results in a fast-paced environment.
• Exceptional time management and prioritization skills, with the ability to meet multiple deadlines effectively.
• Strong vendor, client, or customer-facing experience, with excellent verbal and written communication skills.
• Experience supporting enterprise software applications.
• Familiarity with UNIX command-line and network storage troubleshooting.
• Experience with system configuration, patching, and upgrades.
• In-depth understanding of network topology and its impact on distributed system performance.