Technical Support Engineer Lll Job in Aryaka Networks

The Role: Technical Support Engineer III

Are you a seasoned networking professional passionate about solving complex challenges? Do you excel at providing exceptional technical support and building strong customer relationships? Aryaka invites you to join our dynamic team!

Qualifications

• Bachelor s Degree in Computer Science, Information Technology, or related field.
• 4+ years of experience in the Networking Industry.
• Customer-facing experience is a plus, preferably with TAC expertise.

Responsibilities

• Act as a team player with a positive attitude.
• Provide pre- and post-sales technical support, configurations, and troubleshooting to customers via phone, email, and web.
• Handle support cases, ensuring timely resolution and follow-up.
• Use fault isolation and root cause analysis to address technical issues.
• Reproduce customer issues to qualify critical problems.
• Publish Technical Support Bulletins and user documentation in the Knowledge Base.
• Collaborate with Development, Sales, QA, and Marketing to build a positive customer experience.
• Review and contribute to technical materials such as manuals, troubleshooting guides, and marketing collateral.
• Provide on-call support when required.

Technical Skills

• Strong understanding of networking fundamentals: TCP/IP, ARP, DNS, DHCP, etc.
• Expertise in routing and switching (OSPF, BGP, VLAN, STP).
• Experience with security protocols (IPSEC, SSL-VPN, NAT, GRE).
• Hands-on experience with authentication protocols like Radius and TACACS is a plus.
• Familiarity with Windows and Linux environments.
• Knowledge of networking products such as Palo Alto, Cisco, Juniper, Checkpoint, Fortinet.
• Experience with remote access VPN solutions (e.g., Cisco AnyConnect, Pulse Secure).
• Knowledge of Cloud Security (e.g., Zscaler, Palo Alto Prisma) and cloud platforms (e.g., AWS, Azure).
• Proficiency in monitoring tools, GitOps, and DevSecOps is advantageous.
• Excellent written and verbal communication skills in English.
• Willingness to work in a 24x7 rotational shift environment.

Key Objectives & Actions

• Diagnose and troubleshoot customer and Aryaka Core Network issues.
• Escalate unresolved issues to appropriate levels while collaborating with customers and stakeholders for quick resolution.
• Mentor L1 engineers, ensuring proper shift handovers and task management.
• Document solutions and update the Knowledge Base regularly.
• Proactively identify and address potential network issues.

Why Join Us?

• Work with a global, fast-growing SD-WAN innovator.
• Be part of a culture that embraces diversity and inclusivity.
• Recognized as one of INC. Magazine s Best Places to Work (2020).