Technical Solutions Engineer

• 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 all of Arista’s products and the many network protocols and features covered by EOS
• 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

• Experience with troubleshooting tools such as IXIA, tcpdump, and Wireshark (or similar packet generation and analysis tools) is highly desired
• A strong comfort level with Linux is highly desired
• Minimum of 1-5 years hands-on experience and a combination of the following; designing, deploying, configuring, supporting, trouble shooting, debugging and administering the following network protocols and technologies:
• Working knowledge of networking industry, products, and protocols
• Familiarity with programming/scripting (C++, Java, Python, Perl, JavaScript, shell) a plus
• AAA/TACACS, ACL, ARP, BGP (RFC 4271), DHCP, 1G/10G Ethernet (IEEE 802.3ab & IEEE 802.3ae), Flow Control, ICMP, IGMP, IPv4 & IPv6, LACP, LLDP, MPLS, NAT, Open Flow, OSPF (RFC 2328), PIM, QOS, RIP, Sflow, SNMP, STP/RSTP/MST (IEEE 802.1d), VARP/VRRP, VLAN (IEEE 802.1q), VRF
• Minimum education is a MS in a technical field (CS/EE/ITP preferred). Industry certifications preferred. Prior TAC experience preferred
• 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