IP Fabric

Support Engineer

• Serve as the primary escalation point for L1–L2 on severe/complex issues (discovery failures, upgrade problems, parsing defects, path-lookup anomalies, API/integration errors).
• Proactive and timely communication with customers and internal teams.
• Triaging incoming issues and leading deep-dive troubleshooting across Linux, networking, and APIs.
• In-depth debugging/troubleshooting and solving customer-reported issues, including Linux logs analysis for all services, service log troubleshooting, and resolving parsing and mapping issues from CLI outputs.
• Path lookup troubleshooting: Investigate how traffic flows through customer infrastructure, analyze routing decisions, and validate protocol behavior (BGP, OSPF, MPLS, EVPN/VXLAN, ACLs, QoS). This requires strong networking knowledge and the ability to interpret complex topologies, at least on CCNA level.
• De-escalating situations where customers have become frustrated or upset.
• Escalating confirmed product bugs to engineering via internal bug reports.
• Look for ways to improve our customer communication and support processes.
• Help create and maintain documentation and knowledge base.
• Remote real-time debugging sessions with customers.
• Own and evolve support tooling - design, code reviews, documentation, and adoption.
• Mentor L1–L2 engineers and contribute to onboarding.
• Actively participating on increasing team effectiveness, as well as building roadmap for the support team each 6/12/24 months.

Network Support Engineer