Technical Solution Engineer

Who You’ll Work With

The TSE works in a non-silo environment, supporting all of Arista’s products. He or she will work directly with both the customer and (when needed) the software and hardware development teams. The TSE team also performs all their own recreates in a dedicated lab environment.

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

What You’ll Do

• Respond to customer product inquiries via telephone or in written, internet-based email.
• Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• 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 recommends corrective action.
• Document customer communication and recurring technical issues to support product quality programs and product development.

The ideal candidate possesses the ability to troubleshooting 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.

• Prior experience working in a Support/Technical Assistance Center (TAC) team (3+ years desired)
• Linux troubleshooting skills such as log reading and performance testing highly desired.
• Hands-on Experience in TCP/IP stack, QoS, L4-L7 proxy devices, HTTP, VoIP or applications like WAN optimization devices, server load balancers and/or caching devices preferred.
• Expertise in understanding different network topologies and configurations.
• Expertise in dynamic routing protocols such as BGP & OSPF.
• Debug / troubleshoot the customer’s environment, collect additional information about the problem and resolve network performance issues.
• Quickly assess and understand customers issues and business impact.
• Ability to analyze network traffic and analysis of packet captures.
• Ability to reproduce customer reported issues in the lab environment, work with development and QA to verify and fixes before they are rolled out to our customers.
• Experience with JSON, API, and MySQL are desirable.
• CCNP or equivalent certification will be an added advantage.
• SDWAN certifications will be an added advantage.

Education:

• Minimum education is a MS in a technical field (CS/EE/ITP preferred). Industry certifications preferred. Prior TAC experience preferred.

Arista stands out as an engineering-centric company. Our leadership, including founders and engineering managers, are all engineers who understand sound software engineering principles and the importance of doing things right.

We hire globally into our diverse team. At Arista, engineers have complete ownership of their projects. Our management structure is flat and streamlined, and software engineering is led by those who understand it best. We prioritize the development and utilization of test automation tools.

Our engineers have access to every part of the company, providing opportunities to work across various domains. Arista is headquartered in Santa Clara, California, with development offices in Australia, Canada, India, Ireland, and the US. We consider all our R&D centers equal in stature.

Join us to shape the future of networking and be part of a culture that values invention, quality, respect, and fun.