Remote Network Support Engineer

Summary

Join a pioneering force in network automation! At IP Fabric, we enable people to uncover the truth about their networks. As a post-Series B company, we're expanding rapidly across Europe, the U.S., and beyond.

Requirements

• 2-3 years of experience as a network engineer
• Designing, implementing and operating networks - Cisco, HP, CheckPoint, Juniper, F5, Fortinet, Extreme, Arista, Brocade, SD-WAN – Viptela, SilverPeak, NSX, Ruckus, Versa
• Deep understanding the structure of network configuration files
• Excellent knowledge of routing, switching, forwarding, and transmission protocols
• Knowledge of network management practices and procedures
• Customer interaction experience
• Strong written and oral communication skills in English
• Ability to keep calm under pressure and de-escalate tense situations with customers
• Linux operating system knowledge at basic system administration level – service, service logs, users, disk, and permissions troubleshooting
• Familiar with server virtualization technologies - VMware, Hyper-V, KVM, AWS

Responsibilities

• Proactive and timely communication with customers and internal teams
• Triaging incoming issues
• In-depth debugging/troubleshooting and solving customer reported issues
• De-escalating situations where customers have become frustrated or upset
• Escalating those that are deemed a product bug to rest of the engineering via internal bug reports
• Look for ways to improve our customer communication and support processes
• Help to create and maintain documentation and knowledge base
• Having remote real time debugging sessions with the customers
• Helping with testing of our platform
• Helping QA and Network teams to create use cases, test procedures for network technologies and protocols, and execute tests
• Helping product team to enhance our product

Benefits

• 25 days of holidays + 5 flexi-days
• Multisport
• Anniversary Rewards
• Hybrid working environment
• A pet-friendly office at IP Pavlova
• Complementary snacks, coffee and refreshments