Job Description:

As a Technical Support Engineer, you will take your vast knowledge of Networking technologies and blend it with VeloCloud SD-WAN to help our most elite customers troubleshoot, understand, and conquer their networking challenges. The ideal candidate is expected to have in-depth Networking and Security expertise that will assist to support our customers, design, and implement best practices, knowledge base creation, and technical escalations.

Key Responsibilities:

As a Technical Support Engineer, you will be responsible for resolving customer technical issues and supporting the team and operation. Key strengths for this role would be keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.

You will work closely with other support engineers, sales engineers, and customers to understand customer network congurations and problems that they may be facing or answering technical inquiries about VeloCloud SD-WAN products.

Drive customer satisfaction by expediting the resolution of all service issues by conducting log analysis, reproduction work and engaging external and internal resources as required. Utilizing your communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management.

Leveraging your technical skill set to create knowledge articles for global circulation and use, based on the issues you have resolved. Work independently utilizing your skill set and knowledge to resolve complex queries while providing world class support to our customers. Troubleshoot, research and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role.

Desired Skills and Experience:

* Prior experience working in a Support/Technical Assistance Center (TAC) team (3+ years desired)

* Linux troubleshooting skills such as log reading and performance testing are highly desired.

* Hands-on Experience in TCP/IP stack, QoS, WAN optimization devices, server load balancers and/or caching devices preferred.

* Expertise in understanding different network topologies and congurations.

* Expertise in dynamic routing protocols such as BGP & OSPF.

* Debug / troubleshoot the customer’s environment, collect additional information about the problem and resolve network performance issues.

* Quickly assess and understand customers issues and business impact.

* Ability to analyze network trac and analysis of packet captures.

* Ability to reproduce customer reported issues in the lab environment, work with development and QA to verify and x before they are rolled out to our customers.

* Experience with JSON, API, and MySQL are desirable.

* CCNA or equivalent certication will be an added advantage.

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VeloCloud SDWAN certications will be an added advantage.

In addition to the above, excellent presentation and communications skills combined with the passion to work in a team environment are key attributes for this role.

You will be joining the VeloCloud SDWAN Support team which is globally spread. The team consists of highly competent engineers.