Customer Support Engineer L3

As a Customer Support Engineer L3, you will be responsible for overseeing the design, implementation, and maintenance of our enterprise network infrastructure in Mumbai/Navi Mumbai. You will act as a technical expert, handling complex network issues, mentoring junior engineers, and ensuring the availability, performance, and security of the organization's network systems. Key Responsibilities: - Act as a subject matter expert for advanced networking topics like routing, switching, firewalls, load balancers, VPNs, and wireless infrastructure. - Troubleshoot and resolve high-level (L3) network incidents and performance issues. - Lead and manage network projects, upgrades, and migrations. - Develop and maintain detailed network documentation, including topology diagrams and SOPs. - Collaborate with cross-functional teams to ensure end-to-end service delivery. - Conduct root cause analysis for major incidents and drive continuous improvement initiatives. - Evaluate and implement new network technologies to enhance performance and security. - Mentor and guide L1 and L2 network engineers, providing technical training and support. - Ensure compliance with IT policies, standards, and security frameworks. - Participate in on-call support rotation and serve as an escalation point for critical issues. Required Qualifications: - Bachelor's degree in Computer Science, Information Technology, or a related field. - 8+ years of experience in network engineering, with at least 3 years in an L3 or lead role. - Industry certifications such as CCNP, CCIE, or equivalent preferred. - Deep understanding of network protocols like BGP, OSPF, EIGRP, MPLS, STP, etc. - Proficiency with enterprise network devices from Cisco, Juniper, Fortinet, Palo Alto, or similar vendors. - Experience with monitoring tools such as SolarWinds, PRTG, Nagios. - Strong knowledge of network security principles and best practices. Preferred Skills: - Experience with cloud networking (AWS, Azure, GCP). - Familiarity with SD-WAN, NAC, and network automation using Python, Ansible. - Excellent analytical, problem-solving, and communication skills. - Ability to manage multiple priorities in a fast-paced environment. Join us as a Customer Support Engineer L3 and be part of our dynamic team in Mumbai/Navi Mumbai.,