ARC Support Engineer - L3

Overview

ARC Support Engineer (L3) is an onsite, individual-contributor role focused on leading troubleshooting of customer-reported issues and driving fixes.

What you'll do

• Lead and drive troubleshooting on customer-reported issues.
• Isolate product issues across hardware/software, replicate customer environments in a lab, and drive a final fix.
• Own and document communication among customers, engineering, and teams involved.
• Act as a customer advocate for timely resolution and understand environment/network impact on business.
• Build in-depth knowledge of customer network topology, configurations, and service history for faster resolution.
• Partner with other Services teams via customer reviews, network trainings, and critical-issue escalation.

What you'll need

• B.E. in Electronics/Engineering or Computer Science (or equivalent).
• Minimum 5 years of experience in the networking industry.
• Excellent customer handling and communication (verbal and written).
• Thorough understanding of Layer 3 IP technologies and related protocols (ICMP, TCP, GRE, QoS, VRRP).
• Knowledge of IP routing protocols (BGP, OSPF, ISIS).
• Knowledge of Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP).
• Preferred exposure to advanced multicast, datacenter technologies, and scripting (Perl/Python/Unix/Expect).

Details

• Onsite work primarily from an HPE office.
• Weekend coverage as per roster and pager rotation.
• Location: Bengaluru, Karnātaka, India.