Application Support Engineer

Arista Networks•Denver, CO

2h•$71,000 - $126,000•Hybrid

About The Position

The Technical Support Engineer (TSE) works in a non-silo environment, supporting all of Arista’s products. The TSE will work directly with both the customer and, when needed, the software and hardware development teams. The TSE team also performs all their own recreates in a dedicated lab environment. Giving customers direct access to a high-level engineer streamlines the support process and raises customer satisfaction.

Requirements

Ability to troubleshoot complex and dynamic customer environments while balancing the communications needs of each case.
Strong analytical mind is required, as is the ability to triage.
High aptitude for both learning and teaching are required.
Excellent written and verbal communication skills are a must, as is a collaborative approach.
Prior experience of 5+ years working in a Support/Technical Assistance Center (TAC) team.
Linux and shell scripting skills such as log reading and performance testing high desired.
Networking knowledge preferred (HTTP, TCP, IP, subnetting).
Experience supporting a cloud service.
General familiarity with concepts like multi-tenancy, password management, common access issues that customers might have with a cloud service.
Experience with REST apis, swagger and JSON.
Experience using / building REST clients (curl, postman, python).
Good understanding of MySQL.
Experience debugging web applications using browser developer tools (e.g. console, network request log, debugger, etc.).

Nice To Haves

Familiarity with Javascript a plus.

Responsibilities

Respond to customer product inquiries via telephone or in written, internet-based email.
Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
Troubleshoot problems with hardware equipment and software applications and recommends corrective action.
Document customer communication and recurring technical issues to support product quality programs and product development.
Debug / troubleshoot the customer’s environment, collect additional information about the problem and resolve network performance issues.
Quickly assess and understand customers issues and business impact.
Ability to reproduce customer reported issues in the lab environment, work with development and QA to verify and fixes before they are rolled out to our customers.