Senior Member of Technical Staff
2 weeks ago
Job Responsibilities
Provide technical support to Spirent customers on technical issues involving configuration, installation, troubleshooting, debugging and so on Investigate complex technical issues both within the company’s product and customer’s test environment, collaborating with engineering teams, support teams and our customer, as necessary Diagnose, troubleshoot, and debug Spirent and third-party computer networking equipment like Routers/Switches/Firewalls/Load balancers/Proxies, etc. Maintain and manage the global support lab (install, configure, manage) Replicate technical issues and file defects with Spirent Engineering Communicate with Spirent Engineering and Product Managers regarding Defects/Features/Enhancements and follows-up to make sure fixes are received and tested Communicate with all Spirent internal and external stakeholders regarding technical support issues, escalations, status updates, etc. Complete and maintain records of customer issues, product defects, etc., using Spirent's CRM tools End to end ownership of customer issues that appear to arise from the usage of Spirent products Contribute to the Spirent knowledge base Other work responsibilities as assigned and required as per job role
Job Requirements
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Ability to work in a fast-paced environment and effectively manage multiple priorities. Ability to effectively present information and respond to questions from managers, clients, customers, and the employees of the company. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or regulations. 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 – Ethernet, 802.1q/p, VLAN, STP, RSTP, ARP, PPP, LACP. Layer 3 – IP and related technologies such as ICMP, TCP, QoS, VRRP. Routing protocols such as RIP, OSPF, BGP, ISIS. Knowledge of Streaming media (Microsoft, Adobe, QuickTime) and Triple Play. Knowledge of MPLS, VPLS, L2 VPNs, L3 VPNs, EVPN and VXLAN. Knowledge of LDP, Segment Routing, RSVP, Multicast such as PIM, MVPN. Knowledge of PTP and SyncE protocols. Hands-on experience in Wireshark, TCP Dump, HTTPWatch and similar debugging tools. Training and certification such as CCNA/RHCE/VCP/Cloud Technologies. Knowledge in automation, scripting in Perl, Python and TCL/Tk, etc., is an advantage. Experience with Test & Measurement tools like Spirent, Ixia, Viavi, etc., is an advantage.Qualifications:
Bachelor's degree / Master’s degree in Computer Science, Electronics, Telecommunications, or equivalent, with 3 - 6 years of relevant work experience. At least 3 - 6 years’ experience in TAC (Technical Assistance Center) role and customer-facing activities in a B2B environment.-
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