Customer Support Engineer L3

As a Customer Support Engineer L3 at our company, you will be responsible for overseeing the design, implementation, and maintenance of our enterprise network infrastructure in the Mumbai/Navi Mumbai area. Your role as the Network L3 Lead/Manager will require you to act as a technical expert, handling complex network issues, mentoring junior engineers, and ensuring the availability, performance, and security of our network systems. **Key Responsibilities:** - Act as a subject matter expert (SME) 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 standard operating procedures (SOPs). - Collaborate with cross-functional teams to ensure end-to-end service delivery. - Conduct root cause analysis (RCA) 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 and provide 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 (or equivalent work experience). - 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 strongly preferred. - Deep understanding of network protocols (BGP, OSPF, EIGRP, MPLS, STP, etc.). - Proficiency with enterprise network devices like Cisco, Juniper, Fortinet, Palo Alto, etc. - 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 tools like Python, Ansible. - Excellent analytical, problem-solving, and communication skills. - Ability to manage multiple priorities in a fast-paced environment. In addition to the job responsibilities and qualifications, the company operates in the RMS - INDIA NOC department, offers a permanent employment type, and is located in Mumbai.,