Technical Support Engineer ll

Description

Are you a seasoned networking enthusiast with a passion for tackling complex challenges? Do you thrive on providing top-notch technical support and building positive customer relationships? If so, we have an exciting opportunity to join our team as a Technical Support Engineer ll

Qualifications-

• Bachelor’s Degree in Computer Science, Information Technology or similar.
• 2-4 years of experience in Networking Industry. Customer facing experience is an advantage.
• Preferably from TAC expertise

Responsibilities-

• Team Player with positive mental attitude.
• Excellent written and verbal communication skills.
• Excellent analytical and problems solving skills.
• Hard working, focused and result orientation personality required.
• Able to handle the work independently with less supervision

Technical Skills Required–

• Provide pre and post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Work to reproduce customer issues and qualify critical issues
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
• Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
• Provide on-call support on an as needed basis
• Bachelor’s Degree in Computer Science, Information Technology or similar
• 2+ plus years of related experience
• Strong in networking fundamentals like TCP/IP, ARP, DNS, DHCP etc
• Ability to independently to debug broad, complex, and unparalleled networks with mixed media and protocols required
• In-depth experience in routing and switching (OSPF, BGP, VLAN, STP)
• Experience with security (IPSEC, SSL-VPN, NAT, GRE)
• Prior experience in similar vendor Technical Support Centre
• Experience with Authentication Protocols a plus (Radius / TACACS)
• Experience with Windows & Linux (any flavour) a plus
• Experience with Palo Alto, Cisco, Checkpoint, Juniper, Fortinet products a plus
• Experience with Remote Access VPN like Cisco AnyConnect, Pulse Secure
• Experience on Cloud Security like Zscaler, Palo-Alto Prisma
• Knowledge on AWS, Azure or Similar a plus
• Excellent written and verbal communication skills
• Fluent knowledge of English
• Willing to work in shifts(24/7)

Bird’s eye view of your role –

• Proactively identify, diagnose, analyze and troubleshoot the issues on customer networks as well as Core Networks.
• Taking over escalated issues from L1s in a timely manner & and working with various stakeholders such as customers/engineering to arrive to a swift resolution. Also, if required, appropriately escalate the issues to the next level.
• Give constructive feedback on the process and the tools to improvise the same.

What will you bring –

• Ensure to assist the Shift L1s with daily working of monitoring & basic diagnosing of network related issues and drive them to closure.
• Research alternative solutions or workarounds.

What are your performance objectives –

• Diagnosing the escalated network issues & working with various stakeholders such as customers, engineering, vendors etc. and reporting the same.
• Escalating to Technical Leads/Escalation Engineers & follow-up on the issue for closure.
• Proactive Problem Management of certain critical accounts.

How will your lofty goals be translated into specific actions / short term goals –

• Implement regular upgrades to the networks.
• Document the issues and solutions in the Knowledge Base.
• Willing to work in Shifts round the clock in a 24x7 environment on Rotational basis.
• Mentor the L1 engineers to bring them into the system.
• Ensure proper shift/task handover is done to the next shift.
• Holding technical training for the team members to enhance their skills.
• Cross team functioning .

What’s in it for you? (EVP – Employee Value Proposition) –

• Work for a global, fast-growing SD-WAN innovator.
• Be a part of a company culture that embraces diversity and inclusivity.
• Was named one of the INC. magazines best places to work for 2020.

Who are we –

Is the leader and first to deliver Unified SASE as a Service, the only SASE solution designed and built to deliver performance, agility, simplicity and security without trade-offs. Meets customers where they are on their unique SASE journeys, enabling them to seamlessly modernize, optimize and transform their networking and security environments. Flexible delivery options empower enterprises to choose their preferred approach for implementation and management. Hundreds of global enterprises, including several in the Fortune 100, depend on for cloud-based software-defined networking and security services. For more, please visit www.aryaka.com.

Why

We have won “Great Places to Work” World-Wide for 4 consecutive years because we have an amazing company culture that is inviting, collaborative, supportive, and inclusive to our employees. We encourage our employees to expand their knowledge base and provide the tools to help them get there. We are always innovating and looking at ways to improve and expand, and we listen to our employees and their ideas. We have an amazing group of very respected “Thought Leaders” who are always open to mentoring. We consider ourselves great Corporate Citizens which we show through our “Women In Technology” Program and “Cares” Program as well as others. Our Benefits are World-Class and a flexible work structure to allow you to maximize on your work/life balance. As Aryakans, we are 100% dedicated to being an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging.

Third-Party Agency Notice: Does not accept unsolicited resumes from 3rd party agencies. Should any agency send a resume to any employee without explicit invitation, the resume will be considered a gift, and no fee will be paid. All agencies must have a signed contract from Talent Acquisition management prior to any engagement