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 @arrcusinc.

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.