Senior Network Support Engineer

Arrcus Inc•San Jose, CA

3d•Onsite

About The Position

This is not a traditional support role. As a Senior Network Solutions Engineer, you will be one of the most technically senior customer-facing voices at Arrcus — a trusted expert who owns the hardest problems our customers face. You will work at the intersection of Customer Engineering and core R&D to solve complex issues in BGP, MPLS, SRv6, and EVPN environments, and your work will directly shape our products, documentation, and customer success programs. If you have spent years in a TAC or SP network operations role and want a position where your deep expertise is recognized, your insights influence product direction, and you own customer outcomes end-to-end — this is that role.

Requirements

10+ years of hands-on experience in large-scale IP network engineering or operations.
3+ years in a TAC, escalation engineering, or customer-facing technical role.
Deep expertise in: BGP, OSPF, IS-IS, MPLS (L2/L3 VPN), VXLAN, EVPN, SRv6, and Segment Routing.
Proven experience troubleshooting Service Provider networks at scale.
Strong written and verbal communication skills; ability to translate complex issues for both engineers and executives.

Nice To Haves

CCIE, JNCIE, or equivalent certification or demonstrated work history.
Experience with NetOps tooling: Ansible, Python scripting, Vagrant.
Familiarity with Linux, traffic generators (Wireshark, IXIA), and network automation.
Experience at a networking startup or vendor environment.

Responsibilities

Own and drive resolution of critical, complex issues in customer production Service Provider and Data Center environments running ArcOS.
Reproduce and root-cause customer-reported network issues in a dedicated lab environment, working directly with R&D on fixes.
Act as a technical advisor to customers during network deployment, Day-2 operations, and incident response.
Serve as the internal escalation bridge between customers and engineering, ensuring issues are documented, prioritized, and resolved with urgency.
Develop deep technical specializations and contribute to white papers, knowledge bases, and internal tooling.
Participate in cross-functional initiatives including new product launches, support readiness reviews, and process improvements.
Mentor junior engineers and contribute to building a world-class support practice.