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Senior Technical Support Engineer Bengaluru, Karnataka Senior Technical Support Engineer

Aryaka Networks

Aryaka Networks

IT, Customer Service
Bangalore Rural, Karnataka, India
Posted on Thursday, September 14, 2023


Who are we –

Aryaka is the global leader in fully managed SD-WAN and SASE services. Delivered as-a-service for a variety of modern deployments, we make it easy for enterprises to consume network and network security solutions. Aryaka uniquely combines innovative SD-WAN and security technology with a global network and a managed service approach to offer the industry’s best customer and application experience. Coupled with being recognized for the 2nd year in a row by Gartner’s “Voice of the Customer and listed on the “Inc. 5000 America’s Fastest-Growing Private Companies” our clients include hundreds of global enterprises, including several from the esteemed Fortune 100. We have strong partnerships with companies that include Palo Alto Networks, Check Point Software Technologies, as examples, and we are backed by incredible investors that include Goldman Sachs, Third Point Ventures, and others. We are actively seeking top talent to join our growing team. Are you ready?

Why Aryaka –

We have won “Great Places to Work” World-Wide for 2 consecutive years because we have an amazing company culture that is inviting, collaborative, supportive, and inclusive to our employees. We encourage our employees to expand their knowledge base and provide the tools to help them get there. We are always innovating and looking at ways to improve and expand, and we listen to our employees and their ideas. We have an amazing group of very respected “Thought Leaders” who are always open to mentoring. We consider ourselves great Corporate Citizens which we show through our “Women In Technology” Program and “AryakaCares” Program as well as others. Our Benefits are World-Class, we have unlimited PTO, and a flexible work structure to allow you to maximize on your work/life balance. As Aryakans, we are 100% dedicated to being an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging. All candidates from all backgrounds, ethnicities, genders, and gender identity are strongly encouraged to apply. Aryaka considers the “whole person” without regard to race, color, religion, sex, national origin, physical or mental disability, or veteran status.

You will have -

  • Bachelor’s Degree in Computer Science, Information Technology or similar.
  • 7+ yrs of experience in Networking Industry. Customer facing experience is an advantage.
  • Preferably from TAC expertise

Good for you to have -

  • Team Player with positive mental attitude.
  • Excellent written and verbal communication skills.
  • Excellent analytical and problems solving skills.
  • Hard working, focused and result orientation personality required.
  • Able to handle the work independently with less supervision

You will definitely possess these technical skills –

  • Provide pre and post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
  • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
  • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
  • Work to reproduce customer issues and qualify critical issues
  • Publish Technical Support Bulletins and other user documentation in the Knowledge Base
  • Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
  • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc.
  • Provide on-call support on an as needed basis
  • Bachelor’s Degree in Computer Science, Information Technology or similar
  • 7+ plus years of related experience
  • Strong in networking fundamentals like TCP/IP, ARP, DNS, DHCP etc
  • Ability to independently to debug broad, complex, and unparalleled networks with mixed media and protocols required
  • In-depth experience in routing and switching (OSPF, BGP, VLAN, STP)
  • Experience with security (IPSEC, SSL-VPN, NAT, GRE)
  • Prior experience in similar vendor Technical Support Centre
  • Experience with Authentication Protocols a plus (Radius / TACACS)
  • Experience with Windows & Linux (any flavour) a plus
  • Experience with Palo Alto, Cisco, Checkpoint, Juniper, Fortinet products a plus
  • Experience with Remote Access VPN like Cisco AnyConnect, Pulse Secure
  • Experience on Cloud Security like Zscaler, Palo-Alto Prisma
  • Knowledge on AWS, Azure or Similar a plus
  • Excellent written and verbal communication skills
  • Fluent knowledge of English
  • Willing to work in shifts(24/7)

Bird’s eye view of your role –

  • Proactively identify, diagnose, analyze and troubleshoot the issues on customer networks as well as Aryaka Core Networks.
  • Taking over escalated issues from L1s in a timely manner & and working with various stakeholders such as customers/engineering to arrive to a swift resolution. Also, if required, appropriately escalate the issues to the next level.
  • Give constructive feedback on the process and the tools to improvise the same.

What will you bring –

  • Ensure to assist the Shift L1s with daily working of monitoring & basic diagnosing of network related issues and drive them to closure.
  • Research alternative solutions or workarounds.

What are your performance objectives –

  • Assist the monitoring and L1 team in monitoring the health of the Aryaka Core Networks and Customer’s network.
  • Diagnosing the escalated network issues & working with various stakeholders such as customers, engineering, vendors etc. and reporting the same.
  • Escalating to Technical Leads/Escalation Engineers & follow-up on the issue for closure.
  • Proactive Problem Management of certain critical accounts.

How will your lofty goals be translated into specific actions / short term goals –

  • Implement regular upgrades to the networks.
  • Document the issues and solutions in the Knowledge Base.
  • Willing to work in Shifts round the clock in a 24x7 environment on Rotational basis.
  • Mentor the L1 engineers to bring them into the system.
  • Ensure proper shift/task handover is done to the next shift.
  • Holding technical training for the team members to enhance their skills.
  • Cross team functioning .

What’s in it for you? (EVP – Employee Value Proposition) –

  • Work for a global, fast-growing SD-WAN innovator.
  • Be a part of a company culture that embraces diversity and inclusivity.
  • Aryaka was named one of the INC. magazines best places to work for 2020.

Aryaka Networks, Inc. is an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging. All candidates from all backgrounds, ethnicities, genders, and gender identity are strongly encouraged to apply. Aryaka considers the “whole person” without regard to race, color, religion, sex, national origin, physical or mental disability, or veteran status.

Third Party Agency Notice: Aryaka does not accept unsolicited resumes from 3rd party agencies. Should any agency send a resume to any employee within Aryaka without explicit invitation, the resume will be considered a gift and no fee will be paid. All agencies must have a signed contract from Talent Acquisition management prior to any engagement.