Jobs
Senior Product Support Engineer
IP Fabric
Product, Customer Service
Europe · Prague, Czechia · Remote
Posted 6+ months ago
About IP Fabric
Join a pioneering force in network automation!
At IP Fabric, we're on a mission to define and lead the technology space of network assurance. As we take strides towards realizing this ambitious goal, we're in search of the sharpest minds to join our diverse and distributed team, helping us shape the future of network assurance. After securing a series B investment, we continue to grow the business, spanning across Europe, the US, and far beyond.
About the role
Join a unique support role focused on resolving L2+ support issues. We seek network engineers and troubleshooting masters adept at handling challenges. Our support team actively contributes to manual product testing, adding variability to your role and deepening your product understanding. Engage with big customer networks and tackle complex challenges in a dynamic environment. As a team member, you'll participate in rotating on-call duties, addressing Critical and High-priority issues, representing about 1% of all tickets received in the last three months (approximately 8 tickets). Compensation for on-call shifts includes 15% of the regular hourly wage per hour.
Step into a professional support role where every challenge contributes to team success!
Primary 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.
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.
Other Requirements
Bonus points if you have:
- Professional networking qualifications (CCNA/CCNP level or other vendors certification).
- Basic bash and python scripting and troubleshooting skills.
- Practical knowledge of LDAP (Active Directory/OpenLDAP), SSO - OIDC, SAML, FTP, SFTP protocols, PKI.
- Knowledge of GNS3 and/or EVE-NG.
- Knowledge of Linux at advanced level.
Benefits
- 5 weeks of annual holiday and 5 sick days.
- Full remote or hybrid role.
- Competitive salary and bonuses.
- Opportunities to grow in a revolutionary, fast-paced company.
- Collaboration with diverse, international teams.
- A pet-friendly office at IP Pavlova.
- Complementary snacks, coffee and refreshments.
- Flat hierarchy, with a direct and open communication culture.
- Support from our leaders and continuous growth of your skills.
- Freedom to use equipment of your choice.
- Regular team and company events.