ARC Support Engineer - L3 (Routing)

Overview

ARC Support Engineer - L3 (Routing) is a hybrid, individual-contributor role focused on leading troubleshooting and driving resolution of customer-reported networking issues.

What you'll do

• Lead troubleshooting on customer-reported issues.
• Isolate product issues at hardware/software level and replicate environments in a lab.
• Own and document communication among customers, engineering, and teams to deliver final fixes.
• Serve as a customer advocate for timely resolution and understand environment impact.
• Build knowledge of customer network topology, configurations, and service history to speed up resolution.
• Provide technical expertise during testing, deployment, and operational phases.
• Mentor newly hired support engineers and peers in technical areas of specialty.

What you'll need

• Minimum 10 years’ experience in the networking industry.
• B.E. in Electronics/Engineering or Computer Science (or equivalent).
• Excellent verbal and written customer handling and communication skills.
• Thorough understanding of Layer 3 IP technologies including ICMP, TCP, GRE, QoS, and VRRP.
• Knowledge of IP routing protocols including BGP, OSPF, and ISIS.
• Understanding of Layer 2 technologies including Ethernet, 802.1q/p VLAN, BFD, STP/RSTP, ARP, and LACP.
• Knowledge of multicast protocols including IGMP, IGMP-snooping, and PIM.

Details

• Hybrid work model: average 2 days per week from an HPE office.
• Weekend coverage is required as per roster and pager rotation.
• Products to be supported include Juniper Routing platforms (PTX, MX).