Application Support Engineer

• 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
• 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

Benefits

• Regular ”Snack Bash” Social Events with food and drinks!
• Biweekly Wellness webinars plus regular Wellness Week events focused on physical, mental, spiritual and financial wellness as well as career development and social activities
• Arista Gives Back: Employee Engagement Giving Drives and Volunteer events
• Medical, Dental & Vision Plan Coverage
• Life Insurance, AD&D, STD & LTD
• Flex Spending Accounts
• Employee Assistance Programs
• PTO & Paid holidays
• 401k Plan
• On-site Gym & Showers
• Secured Bike Lockers
• Secured Bike Lockers
• Flexible hours
• Employee Assistance Benefits that include mental health and backup child and elder care support
• Discounted lunches through WeBox for HQ employees
• Family planning benefits

• 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
• Linux and shell scripting skills such as log reading and performance testing high desired
• Networking knowledge preferred (HTTP, TCP, IP, subnetting)
• Prior experience of 5+ years working in a Support/Technical Assistance Center (TAC) team
• Experience with REST apis, swagger and JSON
• Experience using / building REST clients (curl, postman, python)
• Debug / troubleshoot the customer’s environment, collect additional information about the problem and resolve network performance issues
• 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
• Quickly assess and understand customers issues and business impact
• Familiarity with Javascript a plus
• Good understanding of MySQL
• Experience supporting a cloud service
• General familiarity with concepts like multi-tenancy, password management, common access issues that customers might have with a cloud service
• Experience debugging web applications using browser developer tools (e.g. console, network request log, debugger, etc.)
• Minimum education is a MS in a technical field (CS/EE/ITP preferred). Industry certifications preferred. Prior TAC experience preferred