Senior Operations Engineer (L2 & L3 TAC)

About the Role

Were seeking curious thinkers looking to co-author the next chapters of our story. Joining now means helping shape our vision, structures, and systems; playing a key-role as we launch into our ambitious future.

Operations Engineer

What You'll Do

• Technical Support: Provide advanced-level technical support to customers experiencing complex network issues, including but not limited to routing, switching, security technologies.
• Troubleshooting: Analyze and troubleshoot network-related problems reported by customers or detected through monitoring systems. Utilize advanced troubleshooting methodologies, diagnostic tools, and protocols to identify root causes and develop solutions.
• Customer Interaction: Serve as a primary point of contact for customers seeking technical assistance. Communicate effectively with customers to understand their technical issues, provide updates on troubleshooting progress, and deliver timely resolutions.
• Escalation Management: Escalate unresolved issues to higher-level support teams or engineering teams as needed.
• Collaborate with internal teams and external partners to expedite issue resolution and ensure customer satisfaction.
• Knowledge Sharing: Document troubleshooting steps, solutions, and best practices for internal and external knowledge bases. Share knowledge and expertise with team members through training sessions, workshops, and technical forums.
• Continuous Learning: Stay updated on industry trends, emerging technologies, and best practices in network engineering and technical support. Pursue professional development opportunities, certifications, and training to enhance technical skills and knowledge.

What You'll Need

• 4+ years of experience in network engineering, technical support, or a related field, with a focus on advanced troubleshooting and problem-solving.
• Deep technical expertise in networking technologies, including TCP/IP Foundations, routing protocols (e.g., BGP, OSPF), switching technologies (e.g., VLANs, STP), network security (e.g., firewalls, VPNs).
• Experience with network troubleshooting tools and protocols (e.g., Wireshark, SNMP, NetFlow).
• Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions.
• Excellent communication and interpersonal skills, with the ability to interact professionally with customers, colleagues, and stakeholders at all levels.
• Ability to work effectively in a fast-paced environment, manage multiple priorities, and meet deadlines.
• Industry certifications such as CCNP, CCIE, or equivalent are highly desirable.

Preferred Qualifications

• Experience working in a technical assistance center (TAC) or similar customer support environment.
• Familiarity with network automation and scripting languages (e.g., Python, Perl) for task automation and tool development.
• Knowledge of cloud networking technologies and architectures (e.g., AWS, Azure, GCP).

SHOULD HAVE HANDS ON EXPERIENCE IN L2 OR L3 TAC

Location: Chennai WFO, rotational shift