ARC/Premium Support Engineer - L3

Overview

Individual contributor role supporting ARC/Premium Support customers on switching platforms (Juniper/Aruba), leading troubleshooting of customer-reported issues and acting as customer advocate.

What you'll do

• Lead and drive troubleshooting on customer-reported issues.
• Isolate product issues at hardware/software level, replicate customer environments in lab, own and document communication among customers and engineering, and provide final fix.
• Be a customer advocate for timely resolution of reported problems, understand the environment/network and impact on business.
• Gain in-depth knowledge of customer infrastructure and technologies, including network topology, features, configurations, and service history.
• Partner internally with other Services teams by participating in customer reviews and network trainings and driving critical issues to resolution.
• Keep other support teams trained on the designated ARC/Premium Support customer network and practices followed.
• Provide technical expertise and guidance during testing, deployment and operational phases for CFTS customers.
• Participate in new product development projects, knowledge base creation, trainings, and other documentation activities.
• Mentor newly hired support engineers and peers in technical areas of specialty.

What you'll need

• Excellent customer handling and communication (verbal and written) skills.
• B.E. in Electronics/Engineering or Computer Science (or equivalent) with minimum 13+ years' experience in the networking industry.
• 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).
• Wireless LAN technologies such as ARM, ClientMatch, AppRF, AOS10 and Gateways, Wi-Fi 7 APs.
• Radius/TACACS (authentication, authorization, attributes, CoA, accounting, etc.), NAC (posture check, NAP, policy framework).
• PKI (CA, certs, encryption, trust, client-side config), Captive Portal (redirects, logins, walled garden).

Nice to have

• Preferred: understanding/exposure/expertise in one or more areas: advanced datacenter technologies (MC-LAG, VxLAN, EVPN, MACSEC, NAE, DCB); Perl/Python/Unix/Expect scripting.
• Candidates with 7+ years extensive JUNOS/Juniper or Aruba experience, OR minimum 7+ years' experience troubleshooting datacentre networks or enterprise core networks, will be preferred and the minimum experience criteria may not apply.
• Platform knowledge: Juniper switches (Junos, EX, QFX series), Aruba switches (AOS-CX, CX Switches, CX 10000 Switch Series), Aruba Wi-Fi, Cisco, Arista, Alcatel, traffic generators (Ixia, Agilent), Aruba Wi-Fi APs and controllers.
• Preferred certifications: JNCIS/JNCIP/JNCIE/ACA/ACP/ACSX/CCNA/CCNP/CCIE or equivalent.

Details

• Onsite role, expected to work primarily from an HPE office.
• Location: Bangalore, Karnataka.
• Weekend coverage as per roster requirements.
• Individual contributor role.