About the role

This is not a typical support role. We are mainly resolving L2+ support issues.

We are looking for network engineers (troubleshooting masters) who can troubleshoot network issues from the show command outputs and other sources, and replicate and correctly describe network issues that our customers are facing.

Support team also helps with the manual product testing to add more variability to the job and enhance understanding of the product.

Our customer's networks are big and give us complex and very interesting challenges.

We offer flexible working hours with expectation to work 40 hours per week.

Support team members perform on-call duties. On-call duty is rotated on a weekly basis. During such shift, one has to be reachable via phone and have access to a computer with internet to be able to solve customer issues. Notably, on-call duties exclusively involve Critical and High priority issues, which are merely about 1% of all tickets received (8 such tickets in the last 3 months). As compensation for on-call shifts, an additional 15% of the regular hourly wage is provided per hour.

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, our support processes
• help to create and maintain documentation and knowledge base
• from time to time having remote real time debugging sessions with the customers
• help with the testing of the IP Fabric platform
• help QA and Network teams to create use cases, test procedures for network technologies and protocols, and execute tests
• help product team to enhance our product

Requirements

• at least 2-3 years of experience as a network engineer, designing, implementing and operating networks, the more vendor technologies you know the better (we support Cisco, HP, CheckPoint, Juniper, F5, Fortinet, Extreme, Arista, Brocade, SD-WAN – Viptela, SilverPeak, NSX, Ruckus, Versa, etc., see https://matrix.ipfabric.io/)
• understanding the structure of network configuration files
• excellent knowledge of routing, switching, forwarding, and transmission protocols
• knowledge of network management practices and procedures
• solid 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

The Following Is Considered a Plus

• professional networking qualifications or knowledge level (CCNA/CCNP level or other vendors certification)
• basic bash and python scripting and troubleshooting skills
• Git
• familiar with server virtualization technologies – IP Fabric is delivered as a virtual image (VMware, Hyper-V, KVM, AWS), basic experience at least with one hypervisor
• Linux troubleshooting – services, users, permissions
• practical knowledge of LDAP (Active Directory/OpenLDAP), SSO, FTP, SFTP protocols, PKI
• knowledge of GNS3 and/or EVE-NG
• other languages like French, Italian or German

Benefits

• Growth opportunity at the rapidly growing company.
• Support of our leaders and continuous growth of your skills with us.
• Top international and local teams, technologies, and great product.
• 5 weeks of annual vacation.
• 5 sick days per year.
• Very good location of our nice offices in the center of Prague (IP Pavlova).
• Remote job possible
• Refreshment, beverages, and great coffee in the office for free.