Senior Network Engineer

Senior Network Engineer : Support Specialist

We are looking for a highly skilled L2/L3 TAC Engineer to join our support team, specializing in providing technical support to service providers and Data-centre customers. As a TAC engineer, you will be responsible for resolving complex technical issues, providing guidance to Junior engineers, and ensuring network infrastructure uptime and efficiency. You will work directly with customers to troubleshoot and resolve issues related to routing, switching, service provider and other Data-centre technologies.

Key Responsibilities:

Troubleshooting of Advanced Networking Issues:

1. Serve as the escalation point for complex networking issues related to service provider or Data-centre networks.

2. Diagnose, troubleshoot, and resolve advanced issues with Layer 2/3 protocols, including OSPF, BGP, MPLS, VxLAN, EVPN, and QoS.

3. Provide timely and accurate technical support to customers and internal teams, ensuring SLAs are met.

4. Analyze logs, packet captures, and network configurations to identify and fix problems.

Customer Support:

Act as the primary technical contact for service providers and large enterprise Data-centre clients experiencing critical issues.

Work directly with clients to understand their network architecture and provide customized troubleshooting and solutions.

Provide guidance and training to Junior support engineers to enhance their troubleshooting skills.

Collaboration:

1. Work closely with network engineers, development teams, and product vendors to resolve escalated incidents.

2. Collaborate with internal R&D and engineering teams to reproduce issues, provide bug fixes, and deliver long-term solutions.

3. Assist in product testing and network design validation, providing feedback to improve product quality.

Documentation:

Create and maintain detailed technical documentation, including known issues, solutions, and standard operating procedures (SOPs).

Develop and update knowledge base articles and whitepapers to ensure effective information sharing within the team and for customers.

Network Optimization & Continuous Improvement:

1. Participate in proactive network health checks, audits, and risk assessments for clients.

2. Recommend and implement optimizations, upgrades, and improvements to prevent future outages or issues.

3. Stay updated on new technologies, product features, and best practices to provide the most up-to-date support to customers.

Qualifications:

Education: Bachelor's degree in Computer Science, Information Technology, or a related field.

Advanced certifications such as CCIE, JNCIP/JNCIE, or equivalent is highly desirable.

Experience:

5+ years of experience working in a Technical Support or TAC role in a service provider or Data-centre environment.

Deep understanding of routing and switching protocols, particularly OSPF, BGP, MPLS, QoS, and multicast.

Extensive hands-on experience with networking hardware (e.g., Cisco, Juniper, Arista, Huawei).

Experience working with service providers, Data-centre, or large-scale enterprise networks.

Skills:

Candidature for professionals with experience in TAC or in Service provider or Tier-1 / 2 DC environments with 5+ years experience

Experience in Designing troubleshooting and testing network topologies simulating customer environments in a Service Provider, Data-centre and Mobile Backhaul networks.

Strong Knowledge of L2 Protocols including VLANs, xSTP, ACLs, SNMP, VRRP, MLAG or Ring based technologies i.e. ERPS , Provider Bridging.

Strong knowledge on the routing concepts and protocols including ISIS, OSPF and BGP

Strong knowledge on the MPLS enabled Protocols and Technologies including LDP/RSVP-TE , BGP-LU , L2/L3 VPNs, MPLS -EVPN, Segment-Routing v4 /v6.

Strong knowledge on Data-centre protocols particularly EVPN with VxLAN overlay Technology, MLAG.

Strong debugging skills

Good understanding of IP networking concept IPv4, IPv6, Multicast, QoS, ACLs, Policy Based Routing

Debugging skills in Production environment experience in routers and switches from one or more vendors (Cisco, Nokia, Juniper, Huawei and Arista)

Experience in scripting languages like Python/tcl etc will be a good to have skill.

Advanced troubleshooting and packet analysis skills (using tools such as Wireshark, tcpdump, etc.).

Strong customer service focus with excellent verbal and written communication skills.