Project description Customer Support Engineering, software development and fixing customer-found defects for Data Center routing and switching platforms network & management applications - Major Enterprise Networking equipment provider Responsibilities In this role, as an individual contributor, you will work within the software engineering team to troubleshoot/debug customer issues, fix customer defects, and work on feature enhancements for patch releases. Work hand in hand with the core development team to expedite the root cause analysis of customer issues. You will partner directly with the subject matter experts to guide you to the appropriate solution. Accept the customer escalations and triage the case data to help root cause the issue and/or produce the mitigation plan. Update the escalation email threads and JIRA tickets with the RCA (root cause analysis) information in a timely manner to meet the case severity-bound SLAs (Service Level Agreements). Interact with customer facings teams (Level 2 / Level 3) to help troubleshoot customer issues live in customer network as and when needed. Skills Must have Requires a BS or MS in EE/CS and 12+ years of experience Strong technical background in layer 2 and layer 3 forwarding is required to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Expert programming skills in C/C++ Familiarity and hands-on with docker/Kubernetes based dev. env. is a plus Solid background in management systems, in particular NetConf, gNMI based management Strong verbal and written communication skills. Ability to communicate effectively at all levels of the organization: Product Management, Technical Marketing, Field Teams, Documentation and Development Team Highly motivated and self-driven Able to collaborate cross functionally to meet challenging goals Experience with Agile development GIT, JIRA Nice to have Exposure to microservices architecture Other Languages English: B2 Upper Intermediate Seniority Lead