Technical Support Engineer

Keysight Technologies, Inc.•Holmdel Township, NJ

About The Position

Keysight is seeking a Technical Support Engineer to help service providers and enterprise customers maintain critical systems across networking, cloud technologies, virtualization, and telecommunications. The engineer serves as a trusted technical advisor, troubleshooting sophisticated software and infrastructure environments and collaborating with engineering and product teams to resolve issues and inform product improvements. The role involves work across Keysight software solutions, network visibility platforms, and cloud-native and containerized environments. The engineer supports customer deployments and lifecycle activities, validates system performance, documents technical knowledge, and participates in a 24x7 on-call support rotation. Customer issues may be handled by phone, email, and occasional on-site engagements.

Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or an equivalent combination of education and experience.
Typically, 8+ years of experience supporting, troubleshooting, and resolving complex issues in telecommunications, networking, cloud-native, or enterprise software environments.
Advanced experience administering and troubleshooting Red Hat OpenShift environments.
Advanced experience deploying, administering, and troubleshooting OpenStack cloud infrastructure.
Hands-on experience deploying, administering, and troubleshooting virtualized and containerized environments, including VMware, Docker, Kubernetes, and Rancher.
Working knowledge of Java, JavaScript, jQuery, RESTful APIs, JSON, and related technologies.
Strong expertise in root-cause analysis, performance troubleshooting, and problem resolution within complex distributed systems.
Ability to independently manage highly complex customer issues and drive resolution across multiple teams.
Excellent verbal and written communication skills, including the ability to collaborate with customers, support teams, engineering teams, and product organizations.

Nice To Haves

Expert-level Linux administration and command-line troubleshooting skills.
Advanced Kubernetes troubleshooting, including cluster architecture, kubectl diagnostics, pod and node networking, ingress issues, storage troubleshooting, and log and event analysis.
Experience supporting Tier 1 or Tier 2 telecommunications carriers, network equipment vendors, or cable and broadband service providers.
Knowledge of networking technologies and routing protocols, including BGP, OSPF, VPLS, TCP/IP, IPv4, and IPv6.
Experience configuring, testing, and troubleshooting Cisco, Juniper, and Nokia routing and switching platforms.
Cisco CCNP, CCIE, or equivalent advanced networking certification.
Familiarity with ITIL incident, problem, and change management practices.
Experience with CRM and case management tools such as Salesforce and ServiceNow.
Experience supporting cloud-native, microservices-based, and distributed application architectures.

Responsibilities

Resolve customer-reported issues by phone, email, and occasional on-site engagements, minimizing downtime and disruption.
Troubleshoot complex issues across Keysight software solutions, network visibility platforms, and cloud-native or containerized environments; perform root-cause analysis to maintain stability and performance.
Identify, investigate, and resolve integration issues to ensure interoperability across Keysight solutions.
Coordinate with Technical Support, Engineering, Product Management, and Sales to resolve complex cross-functional customer issues.
Analyze test results and compare them with expected behavior to validate system performance and confirm issue resolution.
Identify, document, and escalate software defects, design issues, and maintenance concerns to improve product reliability.
Communicate customer feedback to Product Line Management and Engineering and contribute to product improvement and roadmap discussions.
Develop and maintain technical documentation, troubleshooting guides, and knowledge base articles.
Support customer deployments, upgrades, migrations, and configurations across physical, virtualized, and cloud-native environments.
Participate in a 24x7 on-call support rotation.