Technical Support Engineer

As a Technical Support Engineer, you will own the end-to-end resolution of technical support cases for Aria’s data center switching platform, spanning data plane behavior, control plane protocols, platform management, and SONiC-based NOS issues. You will work with customers deploying switches at GPU-cluster scale, where failure modes are complex and resolution requires deep expertise across hardware, software, and network protocol layers. You will drive root cause analysis, reproduce issues in lab environments, and produce durable technical content that scales Aria’s support capability. This role operates from initial customer intake through production resolution and closed-loop feedback into engineering.

Responsibilities

• Own customer support cases end to end — intake, triage, debugging, root cause analysis, and verified resolution — with clear communication throughout.
• Reproduce complex issues in lab environments across Aria’s hardware and SONiC-based NOS, isolating faults across hardware, software, and configuration layers
• Conduct packet-level analysis and systematic debugging across L2/L3 protocol stacks, VxLAN/EVPN fabrics, and platform management interfaces
• Produce high-quality knowledge-base articles, troubleshooting guides, and technical bulletins for both customer and internal audiences
• Manage case queues against defined SLAs, escalate appropriately, and maintain accurate records in CRM and ticketing systems
• Collaborate with Software and Hardware Engineering to file well-documented bugs, validate fixes, and close the loop on field-discovered issues
• Partner with Forward Deployment and Sales Engineering on complex customer environments to accelerate resolution and reduce recurrence
• Feed structured field findings back to Product to inform NOS improvements, hardware requirements, and support tooling

Qualifications

• 8+ years of hands-on L1/L2 technical support in customer-facing roles within data center networking environments
• Expert-level knowledge of L2/L3 protocols, VxLAN/EVPN fabrics, routing fundamentals, and modern Network Operating Systems including SONiC
• Strong systematic debugging skills across hardware, software, and configuration layers, including packet-level analysis and lab reproduction
• Experience managing support cases with defined SLAs, CRM/ticketing tools, and support KPIs
• Proven ability to produce technical content — knowledge-base articles, troubleshooting guides, and technical bulletins — for both technical and operational audiences
• Proficiency with Linux-based systems and CLI-driven workflows
• Excellent written and verbal communication skills with demonstrated experience interfacing directly with technical customer stakeholders
• Multivendor experience across Cisco, Juniper, Arista, and white-box/SONiC-based platforms is a significant plus
• Basic scripting for log analysis or support automation in Python or Bash is a significant plus
• Relevant industry certifications (CCIE, JNCIE, or equivalent) preferred
• Familiarity with Broadcom ASIC-based platforms is a significant plus

Required Expertise and Skills

Deep Networking Proficiency: Expert-level knowledge of Data Center networking, including L2/L3 protocols, VxLAN/EVPN fabrics, routing fundamentals, and modern Network Operating Systems, with familiarity in the SoNIC ecosystem.

Troubleshooting & Debugging: Strong analytical and systematic debugging skills across hardware, software, and configuration. Must be able to reproduce issues in lab settings, conduct packet-level analysis, and swiftly determine accurate root causes.

Communication & Content: Excellent written, verbal, and customer-facing communication. Proven ability to create high-quality technical content for customers (e.g., knowledge-base articles, troubleshooting guides, technical bulletins).

Collaboration & Process: Highly organized, team-oriented, and capable of managing multiple priorities. Experience with CRM/ticketing tools, Service Level Agreements (SLAs), and Support Key Performance Indicators (KPIs). Must be able to effectively collaborate with cross-functional teams (Software/Hardware Engineering, Forward Deployment, Product, Sales Engineering).

Customer Focus: A strong customer-advocacy mindset, with proven ownership of cases from initial intake through durable resolution, and the ability to collaborate cross-functionally to achieve lasting solutions.

Experience: 8–10 years of hands-on L1/L2 technical support experience in customer-facing roles within data center environments, supporting networking solutions (switches, routers, integrated platforms).

Operational Background: Extensive experience troubleshooting customer deployments, guiding customers through resolution processes, and meticulously documenting case findings.

Multivendor & Tooling: Valuable experience working in multivendor environments (e.g., Cisco, Juniper, Arista, white-box/SoNIC-based platforms). Comfort with Linux-based systems, CLI-driven workflows, and basic scripting for automation or log analysis.

Credentials: Relevant industry certifications or equivalent, proven hands-on experience are beneficial.