Senior Product Support Engineer
Core
Senior support engineer resolving L3 escalations for network automation software, mentoring junior engineers, and owning critical support tooling.
Role type
Senior Product Support Engineer (Network Automation)
Builds
IP Fabric network automation platform for enterprises
Domain
Network Automation / Enterprise IT Infrastructure
Deliverable
client delivery
Required skills
Linux/Debian administration, network troubleshooting (L3), Python scripting, API debugging, BGP/OSPF/MPLS/EVPN/VXLAN protocols, log analysis, systemd/journalctl, SSL/TLS & PKI
Preferred skills
CCNA level networking knowledge, experience with large-scale customer networks
Technologies
Linux, Python, BGP, OSPF, MPLS, EVPN, VXLAN, OpenSSL, tcpdump, ip, ss
Responsibilities
Serve as primary escalation point for L1–L2 on severe/complex issues; Triaging incoming issues and leading deep-dive troubleshooting across Linux, networking, and APIs; Path lookup troubleshooting and validating protocol behavior; De-escalating frustrated customers; Escalating confirmed product bugs to engineering; Own and evolve support tooling; Mentor L1–L2 engineers and contribute to onboarding; Improve customer communication and support processes; Create and maintain documentation and knowledge base.
Seniority
Senior, hands-on IC with mentorship responsibilities
