Application and Network Support Engineer

Location: Bangalore, India

Employment: Contract

Shift: Night Shift - Supporting Americas Region

About the Role:

As an Application and Network Support Engineer, you will provide remote technical support to customers across the Americas, troubleshoot basic to medium complex hardware, licensing and application related issues, and work closely with Global support teams, R&D, Product Engineering, and Sales teams.

This is an excellent opportunity for networking professionals to build expertise in Network Testing, Datacenter Networking, Network Visibility, Traffic Generation, and Automation while working with real-world enterprise, cloud, and service-provider environments.

About the Team:

You will be part of our India Technical and Application Support team, supporting our Americas region customers (USA, Canada, North/South/Central America) and partners across Americas region; and working in collaboration with our engineering and product development teams to resolve a variety of fundamental to medium complex technical issues.

What You Will Do:

- Work with customers to debug issues related to hardware and software

- Troubleshoot technologies such as TCP/IP, VLAN, BGP, OSPF, IPv4/IPv6, VXLAN, EVPN, multicast, and QoS focused on OSI layer 1-3 and or firewalls technologies such as NGFW, VPN, IDS, IPS, Antivirus, crypto etc

- Analyze PCAPs, logs and test results to identify root cause by scheduling remote session with customers and log cases accordingly

- Preferably support traffic gens hardware, IxNetwork, IxOS, BreakingPoint, cyperf and related Ixia solutions

- Knowledge of network infrastructure includes switches, routers, firewalls, load balancers of multivendor networking devices

- Use VMWare ESXi, vCenter, KVM and cloud technologies to support customer on deploying our solutions

- Collaborate with global support, R&D, and engineering teams to resolve customer issues and improve product quality

- Create technical documentation and knowledge articles and maintain strong customer satisfaction and meet core KPI's

What You Bring:

- Bachelor's degree in CS, BCA, ISE, ECE or any technical discipline

- Strong fundamentals in TCP/IP, OSI layers, routing, switching, VLANs, OSPF, BGP and IP networking or Firewall technologies such as IDS/IPS, NGFW, cryptography, IPsec/SSL

- 3+ years of experience in networking, technical support, IT administration, application support, or network testing

- Any previous experience on Testing of Network protocols, router, switches or firewalls will be added advantage

- Good troubleshooting and analytical skills with the ability to work across different network layers

- Knowledge of Linux, virtualization, cloud, enterprise datacenter networking, or service-provider networking is desirable

- Knowledge of any automations tools such as Python, RestAPI, TCL, HLTAPI is plus but not mandatory

- Strong communication skills, Ability to work independently, collaborate with global teams and customer-focused mindset required

Basic Responsibilities:

- Provide timely and effective remote post sales technical support, solving technical problems of varied scope and complexity

- Effectively work and communicate with worldwide support and the engineering teams - the application engineer is the technical interface between the customer, product developers, Account Managers, and other US teams

- Accurately log, track and maintain customer service requests

- Achieve customer satisfaction and support metric goals and Service Level Agreements (SLAs)

- Share expertise through the creation of technical article content

- Leverage post-sales interactions with customers, to investigate more broadly and provide highly qualified opportunities to our Field Sales partners.