TAC Engineer

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L3 DCN Support Engineer

In this role, you will act as a trusted advisor and technical escalation point, helping our customers maximize the value of their networking investments. You will engage directly with enterprise customers and Client Teams to troubleshoot, resolve, and prevent critical network issues across complex data center environments.

Responsibilities:

• Provide advanced-level technical support and troubleshooting for Data Center Networking products and solutions (spine-leaf architectures, VXLAN, BGP EVPN, etc.).
• Own critical customer escalations, drive root cause analysis, and coordinate with product engineering for fixes and enhancements.
• Mentor L1 and L2 engineers through real-time collaboration, training and lab sessions.
• Deliver high-quality technical solutions and guidance in both reactive and proactive support scenarios.
• Collaborate cross-functionally with engineering, PLM, product quality, and supply chain team.
• Create and deliver technical content (knowledge articles, whitepapers, best practices) to scale expertise across Client and our customers.
• Actively contribute to customer success by identifying trends and recommending improvements to network architectures and supportability.
• Participate in on-call rotations and act as a technical lead during Severity 1 customer escalations.

Education and Experience:

• Bachelor’s degree in Engineering, Computer Science, or equivalent experience.
• 5+ years of relevant technical experience in Data Center Networking.
• Previous experience in a Level 2/3 technical support or advanced escalation role.

Required Skills and Qualifications:

• Expertise in Data Center Networking technologies: VXLAN, BGP EVPN, OSPF, BGP, MPLS, STP, etc.
• Deep understanding of Layer 2/Layer 3 networking, SDN/NFV environments, and fabric-based architectures.
• Proficient in analyzing network packet captures, system logs, and advanced diagnostics.
• Hands-on experience with hardware/software platforms from Cisco, Juniper, Arista, or similar.
• Strong communication and customer engagement skills, with the ability to work under pressure.
• Industry certifications strongly preferred: Certified Professional or Expert (ACSP/ACDX), CCNP/CCIE, JNCIP/JNCIE.

Preferred Qualifications:

• Experience with network automation (Python, Ansible, Terraform) is a plus.
• Knowledge of virtualization (VMware NSX, Hyper-V) and cloud networking (AWS, Azure) is advantageous.