Sr. Tech Support Engineer

1 day ago

Richardson, United States Celestica Full time

Summary

This is an exciting opportunity in Celestica’s Hardware Platform Solutions (HPS) to make a positive impact and be part of a rapid business growth in a dynamic environment. This individual contributor reports to the Customer Experience (CX) organization and will be empowered and responsible for troubleshooting and resolving customer technical issues arising from Customers' networking (primarily in Switching and Network Security), storages, servers software with a focus on SONiC related issues.


The role is a technically hands-on one. The successful candidate will be an experienced technical support troubleshooter who has spent extensive amount of time successfully working on and resolving various technical issues, interfacing with customers, and managing escalations on mission-critical networks/operations. One who can be calm while working under pressure, and has strong operational experience to systemically and expediently drive issues/escalations resolutions.


The Network Engineer engages with customers to understand their topology and provides suggestions, answer questions, reviews configurations, troubleshoots issues. They are also expected to participate in pre-sales activities which include (but not limited to) assist Celestica’s Sales Engineers and Business Development teams. They are expected to have a complete understanding of networking protocols that are common in a Data Center, Enterprise and Campus scenarios, Author test cases using Python/Go to assist with internal Q/A activities and author Application Notes for consumption by the customers. Should be highly experienced in troubleshooting a wide array of network related issues. Must have an understanding of switch and router architecture. Travel requirements may be up to 25% of the time.


Detailed Description

  • Experience on SONiC network operating system and FRR stack is required
  • Experience in designing, configuring, troubleshooting, optimizing network hardware, topologies and deployments (DC/Enterprise/Campus) is required
  • Deep understanding of networking concepts, architecture, topology (Places-In-Network), network protocols including but not limited to BGP, OSPF, ISIS, VXLAN, EVPN, IGMP, DHCP, BFD, VRF, Authentication (RADIUS/TACACS), Network Management protocols, NAT, Multicast, QoS (RoCE/DSCP), ACL, ZTP, Telemetry, Monitoring/Analytics is required
  • Deep understanding of Switching/Network Security/Routing hardware architecture is required
  • Proficiency in Linux is required
  • Experience in C and scripting languages like Python/Go is a major plus
  • Must have direct customer interface experience
  • Must have experience is writing technical documentation (e.g.) Application Notes, FAQs,
  • Installation Guides, User manual, Troubleshooting Guides
  • Ability to travel up to 25% of the time (both domestic and international)
  • Ability to work on a rotation basis on weekends, holidays and during off business hours to coincide with North America and Europe working hours is required.


Physical Demands

  • Duties of this position are performed in a normal office environment.
  • Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
  • Repetitive manual movements (e.g.ac, data entry, using a computer mouse, using a calculator, etc.) are frequently required


Typical Experience

  • 10+ years


Typical Education

  • Bachelor's or Master’s degree in Computer Science, Electrical Engineering, or equivalent; Masters preferred
  • CCIE in Switching or equivalent certification is a major plus


Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.

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