Customer Support Engineer - Santa Clara (JB ID1871)

Location: Santa Clara, CA

Department: Customer Support

Type: Full Time

Min. Experience: Experienced

Customer Support Engineer – Santa Clara

Come join us at Big Switch Networks, the next-generation data center infrastructure software company that is disrupting the $50+ BB networking market by delivering hyperscale-inspired networking, which provides any enterprise with the same levels of innovation and benefits. Born out of the pioneering research at Stanford’s “Clean Slate” lab that invented software-defined networking (SDN), we are backed by leading VCs including Index, Khosla, Morgenthaler, Redpoint, and Intel Capital. Imagine working at an "awesome" company, where you can make a significant impact to our mutual growth. Big Switch was positioned as a Visionary in the 2017 Gartner Magic Quadrant for Datacenter Networking, is a Glassdoor 2018 “Best Place to Work” and for the last two years has been a Wealthfront “Career Launching Company”. What are you waiting for? 

Job Overview:

As a member of Big Switch Networks Customer Support team, you will be part of a global team of engineers providing technical support to our customers and to our channel partners. You will be analyzing complex issues to isolate problems, and providing innovative solutions to technical and business challenges. Ideal candidates should have excellent analytical problem-solving skills, solid knowledge in areas of networking, SDN, OpenStack, and Containerized technologies and possesses the passion to work on new technologies in a high-impact and fast-paced environment. This position may require travel.

Essential Functions & Responsibilities include but are not limited to:

  • Provide second and third level technical support for Big Switch Network’s products
  • Resolve complex technical issues applying analytical problem-solving skills blended with strong software and hardware knowledge in the routing and switching as well as server virtualization and DC orchestration.  
  • Utilize lab setups to re-create customers issues
  • Report defects related to the software and the hardware
  • Manage the customer escalation process working with, account management and product development teams
  • Provide alternative and innovative solutions for the customer’s technical challenges
  • Provide technical direction to internal teams and customers.
  • Provide training and knowledge transfer to customers on Big Switch Networks products and Technologies. 
  • Write knowledge base articles based on customer issues and related solutions 

Minimum Qualifications / Experience:

  • BSEE/CS combined with 8+ years of related experience or MSEE/CS combined with 6+ years of related experience.
  • 3+ years Customer Support Experience for Routing and Switching products 
  • In-depth understanding of network protocols and networking software and hardware (Required)
  • In-depth technical knowledge of hardware-based router and switches (Required)
  • In-depth technical knowledge in Ethernet switching, IP forwarding, Class of service and services, firewall and access control, as well as routing and switching protocols (Required)
  • Strong understanding of network design, implementation, and troubleshooting (Required)
  • Analytical problem-solving skills to debug and isolate complex problems (Required)
  • Hands on experience with customer deployment and troubleshooting of L2/L3 networking products (Required)
  • Understanding of Data Center Architectures and design principles (Preferred)
  • Understanding of server virtualization (Preferred)
  • Hands-on Experience with Linux operating system. (Required)
  • Experience in writing technical documentation (Preferred)
  • Experience in using network testing equipment (Preferred)
  • Excellent communication skills
  • Self-starter, proactive and must be able to handle multiple tasks
  • Knowledge in OpenFlow, OpenStack, Hypervisors, Containers, Docker, DC/OS, and Kubernetes. (Preferred)
  • Knowledge in VMware vCenter/NSX, VXLAN, RESTful APIs, Python, Shell scripting. (Preferred)

Location:

This position will be based in Santa Clara

ABOUT BIG SWITCH NETWORKS

Big Switch Networks is the market leader in open software-defined networking solutions for enterprises. Leading international banks and high-tech companies are using our open SDN architecture to build their next-generation data centers. Based in Santa Clara and funded by some of the best venture capital firms in Silicon Valley, the Big Switch Networks team comprises industry veterans who led the SDN revolution, renowned experts in virtualization and networking, and researchers from Stanford University.  For more information, please visit www.bigswitch.com. 

Big Switch Networks, Inc. is an equal employment opportunity employer and is committed to a proactive program of affirmative action and diversity development. At Big Switch Networks we provide equal opportunity in all of our employment practices to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military, veteran or VEVRAA protected veteran status, or any other category protected by federal, state, and local laws. Big Switch Networks is an E-Verify participant.

 

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