Technical Solutions Engineer

Going far beyond the standard call center or tiered support position, the Technical Solutions
Engineer at Arista Networks is a top-level engineer, equivalent to a Tier 3 or Escalation Engineer in most support organizations.

The TSE works in a non-silo environment, supporting all of Arista’s products and the many network. protocols and features covered by EOS. They will work directly with both the customer and (when needed) the software and hardware development teams. The TSE team also performs all their own recreations in a dedicated lab environment.

Giving customers direct access to a high-level engineer streamlines the support process and raises customer satisfaction.

Responsibilities:
● Respond to customer product inquiries via telephone or email.
● Resolve customer concerns raised during installation, operation, maintenance or product
application or compatibility issues.
● Interpersonal skills and product knowledge and expertise are critical to responding to daily
customer-centric activities.
● Troubleshoot problems with hardware equipment and software applications and recommend
corrective action.
● Document customer communication and recurring technical issues to support product quality
programs and product development.

Requirements

Required Product Knowledge and Technical Skills:
● Working knowledge of the networking industry, products, and protocols
● Minimum of 3+ years of hands-on experience and a combination of the designing, deploying, configuring, supporting, troubleshooting, debugging and administering of the following network protocols and technologies:
○ AAA/RADIUS/TACACS, ACL, ARP, BGP (RFC 4271), DHCP, 1G/10G Ethernet (IEEE
802.3ab & IEEE 802.3ae) and other higher speed Ethernet interfaces, EVPN, IEEE 802.3x flow control and IEEE 802.1Qbb priority-based flow control, ICMP, IGMP, IPSec, IPv4 & IPv6, LACP, LLDP, MACSec, MPLS, NAT, OpenFlow, OSPFv2 and OSPFv3, PIM, QoS, Sflow, SNMP, STP/RSTP/MST (IEEE 802.1D), VARP, VRRP, VLAN (IEEE 802.1Q), VRF, VXLAN

● Experience with troubleshooting tools such as IXIA, tcpdump, and Wireshark (or similar
packet generation and analysis tools) is highly desired
● A strong comfort level with Linux is highly desired
● Familiarity with programming/scripting (C++, Java, Python, Perl, JavaScript, shell)/ Cloud
Environment/Automation a plus

Desired skills:
The ideal candidate possesses the ability to troubleshoot complex and dynamic customer
environments while balancing the communications needs of each case. A strong analytical mind is required, as is the ability to triage. As we are continually releasing new features and products, a high aptitude for both learning and teaching are required.
Our engineers work closely with other members of Customer Engineering as well as both Software and Hardware development – both in diagnosing problems as well as communicating them in multiple technical contexts. Thus, excellent written and verbal communication skills are a must, as is a collaborative approach.

Education:
Minimum education is a B.S or ideally an MS in a technical field (CS/EE preferred) or related.
Industry certifications are preferred. Prior TAC experience preferred.

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