ARC Support Engineer - L3 ( Switching )

Overview

ARC Support Engineer - L3 (Switching) is an individual-contributor role focused on leading troubleshooting and owning fixes for customer-reported issues, including reproducing environments and coordinating resolution.

What you'll do

• Lead and drive troubleshooting on customer reported issues.
• Isolate product issues at hardware/software level and replicate customer environments in a lab.
• Own and document communication among customers, engineering, and drive the final fix.
• Serve as a customer advocate for timely resolution and understand environment/network impact on business.
• Partner with other services teams via customer reviews, network trainings, and critical issue resolution.
• Provide technical expertise for testing, deployment, and operational phases for CFTS customers.
• Mentor newly hired support engineers and peers in specialty areas.

What you'll need

• B.E. in Electronics/Engineering or Computer Science (or equivalent).
• Minimum 7 years’ experience in the networking industry.
• Excellent customer handling and communication (verbal and written).
• Thorough understanding of Layer 3 IP and related technologies (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 certifications listed include JNCIS/JNCIP/JNCIE.

Details

• Work mode is Hybrid, with an average requirement of 2 days per week from an HPE office.
• Weekend coverage is required as per roster and pager rotation coverage.