Campus Technical Solutions Engineer

Job Description

Who You’ll Work With

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 Arista’s campus networking products and solutions. 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.

This is an excellent opportunity to be part of one of the fastest-growing technology companies as we continue the growth and expansion, with a focus on the Enterprise and Campus markets.

What You’ll Do

• Post-sales technical support of Arista Campus products and solutions.
• Respond to customer product inquiries via telephone or in written, internet-based email.
• Resolve customer concerns raised during installation, operation, maintenance, product application or compatibility matters.
• Troubleshoot problems with hardware equipment and software applications and recommend corrective action.
• Recreate customer network issues in a dedicated lab environment (as needed).
• Document customer communication and recurring technical issues to support product quality programs and product development. 

Qualifications

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 is required. 

Our engineers work closely with other members of Customer Engineering as well as both Software and Hardware development teams -- 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 Bachelors degree in CS/IT/EC/EE or similar. 
• Industry-recognized Wireless Certifications like CWNA, CWAP, CWSP are considered an advantage. 
• Prior TAC experience preferred. 

Required Product Knowledge and Technical Skills:

• Working knowledge of networking industry, products, and protocols
• Minimum of 2-3 years hands-on experience on wireless networking
• Designing, deploying, configuring, troubleshooting the following wireless and network protocols/technologies for wide-scale enterprise clients. 
• Wireless mesh networking
• 802.11a/b/g/n/ac/ax 
• RF fundamentals / MIMO
• Wireless clients and drivers
• Wireless security (WPA2, WPA3)
• Authentication frameworks - EAP, PEAP, EAP-TLS
• POE/POE+
• AAA/RADIUS/RADSEC
• DHCP, DNS, ACL, ARP, DHCP, 1G/10G Ethernet (IEEE 802.3ab &  IEEE 802.3ae), ICMP, IPv4 & IPv6, LACP, STP/RSTP/MST (IEEE 802.1D), VLANs (IEEE 802.1Q), MAC Learning, VxLAN, EoGRE
• Experienced in implementation and troubleshooting of Campus and Enterprise wireless deployments, including guest access.
• Experienced in troubleshooting indoor and outdoor wireless solutions.
• Experience with wired and wireless packet capture/analysis tools is highly desired.
• A strong comfort level with Linux is highly desired.