Job Title:
Senior Cloud Network Support Engineer (L2 )
Experience
- 4-8
Location: Viman Nagar, PuneWork Mode: 6 Days Work From Office (WFO)Shift: Rotational
Job Summary
We are seeking an experienced
Senior Cloud Network Support Engineer
to manage, troubleshoot, and resolve complex networking issues in a cloud-based infrastructure. The ideal candidate will provide L2 support, serve as an escalation point, collaborate with internal and external stakeholders, and ensure seamless network operations.
Key Responsibilities
- Act as a Subject Matter Expert (SME) in networking, fleet monitoring, and customer support practices, ensuring smooth and efficient cloud service operations.
- Serve as the escalation point of contact for complex network issues affecting customers, business leaders, IT teams, and Managed Service Providers (MSPs).
- Plan, implement, and oversee assigned project tasks, ensuring they align with defined processes and standards.
- Ensure compliance with change management processes when executing projects and updates.
- Monitor the support queue for new requests, changes, or project tasks, ensuring timely resolution.
- Collaborate cross-functionally with teams such as Network TPM, Engineering, Facilities, and Security to address issues and implement solutions.
- Work closely with vendors on project delivery, ensuring quality and compliance with standards.
- Prepare and share weekly and monthly reports on the progress of initiatives and project statuses.
- Drive technical strategies, troubleshooting methods, and best practices across the team.
- Serve as the Voice of the Customer, providing technical recommendations and solutions based on customer feedback.
- Maintain clear and consistent communication with stakeholders, offering regular updates on key initiatives and issues.
- Follow industry best practices for safety, security, and compliance in both internal systems and customer environments.
- Investigate and resolve customer-reported issues related to networking, applying deep technical expertise in network protocols, configurations, and troubleshooting tools.
- Participate in the on-call rotation to manage and resolve network incidents and outages.
- Stay updated on emerging technologies and new network designs to proactively suggest improvements to the team and the business.
- Troubleshoot complex networking issues, with expertise in operating systems (Linux/Windows), networking protocols (TCP/IP), and Internet fundamentals.
- Handle complex networking protocols, such as DNS, routing, switching, firewalls, LAN/WAN, and others.
Required Qualifications
- Bachelor degree in Computer Science, Engineering, or a related field, or equivalent work experience.
- Advanced knowledge of networking, including experience with enterprise-level deployments (routing, switching, etc.).
- Proven ability to solve complex technical problems with a strong customer-focused approach.
- Excellent communication skills, with the ability to clearly convey complex technical information to internal and external stakeholders.
- Detail-oriented and strategic thinker with the ability to manage multiple tasks simultaneously.
- Strong documentation skills, including the ability to write clear and concise knowledge base articles and technical documentation.
- Proven ability to work independently and thrive in a fast-paced, startup environment.
- Hands-on experience writing scripts for task automation to increase efficiency and streamline support processes.
- Proficiency in configuring and managing virtual server environments.
- Knowledge and experience with devices and solutions from Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto, etc.
- Familiarity with managing end-to-end application stacks from the operating system layer through custom applications.
- Experience configuring software-based load balancing solutions.
- Hands-on experience with monitoring, tracing, and alerting tools such as CloudWatch, Grafana, Datadog, Prometheus, etc.
- Strong understanding of security best practices and network security protocols.
- Familiarity with domain transfers, DNS records, and DNS security.
- Extensive experience with networking troubleshooting tools (traceroute, mtr, ping, iperf, dig, nslookup, cURL, tcpdump, Wireshark, etc.).
- Experience in IT service monitoring and troubleshooting.
Preferred Qualifications
- Proven ability to take ownership and deliver results in a fast-paced environment.
- Exceptional time management and prioritization skills, with the ability to meet multiple deadlines effectively.
- Strong vendor, client, or customer-facing experience, with excellent verbal and written communication skills.
- Experience supporting enterprise software applications.
- Familiarity with UNIX command-line and network storage troubleshooting.
- Experience with system configuration, patching, and upgrades.
- In-depth understanding of network topology and its impact on distributed system performance.
Skills: dns,skills,monitoring tools (cloudwatch, grafana, datadog, prometheus),customer,security,compliance,troubleshooting,communication,networking,resolve,scripting,firewalls,linux,network troubleshooting tools (traceroute, mtr, ping, iperf, dig, nslookup, curl, tcpdump, wireshark),cloud infrastructure,cloud,virtual server management,windows,tcp/ip,network security protocols,switching,project,lan/wan,routing
