Senior Support Engineer

Location: Vasanthanagar

Job Description – Senior Support Engineer – Enterprise & Data Center Networking

Department:  Technical Support / Engineering

Experience:

5+ Years

Location:

India

Employment Type:

Full-time

Position Overview
Edgecore Networks is looking for an experienced  Senior Support Engineer – Enterprise & Data Center Networking  to provide advanced technical support for Edgecore's Ethernet switching solutions.
The role will be responsible for handling complex technical escalations, troubleshooting enterprise and data center networks, supporting customer Proof-of-Concepts (PoCs) and deployments, reproducing field issues in the lab, and working closely with  R&D, QA, Product Management and Field Engineering  teams.
The ideal candidate should have strong hands-on knowledge of  Ethernet switching, Layer 2/Layer 3 networking, TCP/IP, Linux-based network operating systems and network troubleshooting , with the ability to diagnose issues across configuration, protocols, NOS/software, hardware, optics and physical connectivity.

Key Responsibilities
1. Technical Support & Escalation
Act as a  Level 2/Level 3 technical escalation point  for complex customer and partner issues.
Own technical cases from initial investigation through resolution and closure.
Troubleshoot issues related to switch configuration, networking protocols, NOS/software, hardware, optics and physical connectivity.
Analyze configuration files, system logs, packet captures, interface statistics and diagnostic information.
Identify root cause and provide appropriate workarounds and permanent solutions.
Conduct technical troubleshooting sessions with customers, partners and internal engineering teams.
Communicate technical findings and solutions clearly to both technical and non-technical stakeholders.
2. Enterprise & Data Center Networking
Troubleshoot and support enterprise and data center Ethernet switching environments.
Strong understanding of Layer 2 protocols including:
VLAN / 802.1Q
QinQ
STP / RSTP / MSTP
LACP
LLDP
MAC learning and forwarding
Troubleshoot Layer 3 technologies including:
IPv4 / IPv6
ARP / ND
DHCP Relay
VRRP
OSPF
BGP
ECMP
ACL
QoS
Multicast / IGMP
Support data center networking architectures such as  leaf-spine / Clos , BGP-based fabrics, ECMP, MLAG/MC-LAG and, where applicable,  VXLAN/EVPN .
Investigate interoperability issues in multi-vendor networking environments.
3. PoC & Customer Deployment Support
Provide hands-on technical support during  customer PoCs, product evaluations and production deployments .
Understand customer requirements and translate them into appropriate switch configurations and test scenarios.
Design and validate network topologies for PoCs and customer deployments.
Troubleshoot issues encountered during installation, configuration, testing and deployment.
Validate interoperability with servers, NICs, routers, firewalls, storage systems, optics and other networking vendors.
Prepare PoC reports, test results, technical observations and deployment recommendations.
Support customers in validating Edgecore solutions against their network requirements.
4. Lab Reproduction & Root Cause Analysis
Reproduce customer-reported issues in a controlled lab environment.
Build test topologies to isolate networking, software, hardware and interoperability issues.
Perform packet-level troubleshooting using  Wireshark, tcpdump and similar tools .
Analyze:
System and application logs
Interface counters
MAC / ARP / routing tables
CPU and memory utilization
Port statistics
System diagnostics
Investigate crashes, core dumps and software defects where required.
Prepare detailed reproduction steps and technical information for R&D investigation.
Validate software fixes, patches and firmware releases.
Perform regression testing for customer-reported issues.
5. Linux & Network…