Technical Support Engineer

Technical Support Engineer 4

Location: Kanata, Canada

Document and reproduce customer problems and coordinate fixes by engineering department. Manage critical customer accounts and escalation requests. Troubleshoot hardware and software issues, replicate customer's environment, network problems in the lab, facilitate communication between customers, escalation and engineering for bug fixes/workarounds, timely resolution of issues.
Mentor newly hired support engineers and peers in technical areas of specialty. This includes providing training for other teams. 
Provide ongoing technical and process training on new product developments and service offerings. 
Serve as team escalation point for difficult technical and customer issues, along with working directly with Engineering if required. 
Participate as technical expert in product marketing meetings, and support readiness project work. 
Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer and consistently accurate resolutions. 
Document all actions taken toward resolving customer issues in contact tracking database. 
Develop common question and answer documentation to be included in department knowledge base. 
Provide regional and overflow support which includes handling escalations from tier 1 & 2 technical support teams around the globe. 
Some weekend work or rotation coverage, onsite troubleshooting, and occasional travel is required.

Basic Qualifications:

4-5 years of experience supporting Data Center and Enterprise networks. 
Extensive and deep knowledge in IP networking in layers 2-4(TCP/IP, Ethernet, VLANs, VLAN stacking QoS, STP, RSTP, OSPF, VRRP, IGMP, BGP, MPLS, EVPN/VxLAN.
EVPN/VxLAN is highly desired. 
AI/ML experience a plus
Hands-on experience in configuration and troubleshooting of switches and routers. 
Experience with Unix/Linux
Experience with traffic generator tools such as Spirent and IXIA.
Scripting experience in Basic Shell and Python
Strong transferable skills in other networking disciplines. 
Strong communication and interpersonal skills required. 
Network Storage experience is desired (NAS, SAN, FC, ESX, VM) 
Requires B.S. and/or higher-level degree in Computer Science, Telecommunications, or equivalent work experience.