About the job
Who You Will Collaborate With
Are you a highly skilled Technical Support Engineer eager to tackle complex customer challenges? At Arista Networks, we are dedicated to customer success and believe that providing direct access to top-tier engineers is key to enhancing the support experience. We are looking for exceptional Technical Solutions Engineers (TSEs) to join our dynamic team, ensuring our products and solutions are effectively supported.
At Arista, a TSE is comparable to a Tier 3 TAC or Escalation Engineer found in other support organizations. Our mission is to drive customer success through collaboration and swift response times. You will work within a diverse, multicultural team of outstanding engineers who serve as advocates for our customers. Close collaboration with members of software/hardware engineering, product management, customer engineering, and sales will be essential. Our team culture fosters a spirit of teamwork among technical experts, as we strive together to achieve the highest levels of customer satisfaction.
This position offers a hybrid work environment with office attendance required 1-2 days each week.
Your Responsibilities
The ideal candidate will excel in troubleshooting complex, dynamic customer environments while effectively managing communication needs. A strong analytical mindset and the ability to triage issues are essential. As we continuously introduce new features and products, a keen aptitude for both learning and teaching will be critical.
Our engineers collaborate closely with Customer Engineering, Software, and Hardware development teams to diagnose and communicate issues in various technical contexts. Therefore, exceptional written and verbal communication skills and a collaborative approach are crucial.
Key Responsibilities:
- Respond to customer inquiries regarding products via phone or written communication.
- Address customer issues during installation, operation, maintenance, or product compatibility.
- Utilize interpersonal skills and product expertise to manage customer interactions effectively.
- Troubleshoot hardware and software issues, recommending corrective actions.
- Document customer interactions and recurring technical challenges to enhance product quality and development.
