The Senior Technical Support Engineer resolves complex hardware and software issues, provides technical guidance, and manages critical customer issues while documenting and advocating for timely resolutions.
Senior Technical Support Engineer
Location: USAbout ArrcusArrcus aims to enrich human experiences by seamlessly interconnecting people, machines, and data. Our team is a blend of world-class technologists with a proven track record in building industry-leading networking products, supported by domain experts, visionary leaders, and top-tier VC partners.RoleAs a Technical Support Engineer at Arrcus, you will leverage advanced technical and customer communication skills to diagnose and resolve complex issues for customers. You'll collaborate closely with both Customer Engineering and core Engineering teams to ensure customer success.Responsibilities
- Troubleshoot and resolve complex hardware and software issues in customer production environments.
- Replicate customer network problems in a lab environment for in-depth analysis.
- Provide technical guidance to customers during network deployment, operation, and incident handling.
- Manage mission-critical customer issues, act as a liaison between customers and internal engineering/escalation teams.
- Advocate for customers to ensure timely problem resolution, including detailed issue documentation and escalation.
- Document and reproduce customer-reported issues, coordinate with engineering fixes as necessary.
- Develop technical specializations and contribute white papers, KBs, and documentation as needed.
- Participate in cross-functional projects such as new product launches, support readiness, and process/tool improvements.
- Bachelor’s IT or Electrical Engineering, or related field degree.
- Minimum 15+ years of network experience.
- Minimum 5+ years in Technical Support or TAC roles supporting medium to large-scale IP networks.
- Proven experience with troubleshooting large Service Provider IP networks running BGP/MPLS/SRv6.
- Strong problem-solving and troubleshooting skills; adept at handling complex network scenarios.
- In-depth knowledge of routing and switching protocols and technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), VXLAN, EVPN, SRv6, Segment Routing.
- NetOps experience with tools such as Ansible, Vagrant, network automation scripting.
- Familiarity with Security, Network Management, and Linux platforms is a plus.
- Excellent written and verbal communication skills.
- Outstanding customer service record.
- Experience with traffic generators and network protocol analysis tools (e.g., Wireshark, IXIA).
- Professional Networking Certifications (CCIE, JNCIE) are a strong plus or proven work history.
- Bonus + Equity
- 100% covered medical, dental, and vision insurance
- Parental leave
- 401k retirement plan
- Employee Assistance programs
- Health & wellness programs and resources
- Weekly Catered lunches at our San Jose office.
- Monthly happy hours at our San Jose office
Investors and Funding
Arrcus has raised over $125M in funding from top tier Venture Capital firms(VCs) such as Prosperity7 Ventures, Lightspeed Venture Partners, General Catalyst, and Clear Ventures as well as strategic investors such as Liberty Global, SoftBank Corp, and Samsung Next.
For more information, go to www.arrcus.com or follow @arrcusinc.
Equal Opportunity
At Arrcus, we’re proud to be an equal opportunity employer – We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. A strong belief of culture addition will propel us forward, together.
With this, we consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. This policy applies to all terms and conditions of employment, including but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, benefits, compensation and training..
Top Skills
Ansible
Bgp
Evpn
Isis
Linux
Mpls
Ospf
Srv6
Tcp/Ip
Vagrant
Vxlan
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