About the job
Collaborate with Top Talent
Are you a highly skilled Technical Support Engineer who thrives on resolving complex customer challenges? At Arista Networks, we are dedicated to ensuring our customers' success and believe that providing them access to elite engineers is essential in delivering effective support. We are on the lookout for exceptional Technical Solutions Engineers (TSE) to join our dynamic team and contribute to the success of our innovative products and solutions.
As a TSE at Arista, you will play a pivotal role akin to that of a Tier 3 Technical Assistance Center (TAC) or Escalation Engineer in conventional support structures. Our mission is to drive customer success through passion, teamwork, and rapid response times. You will collaborate with a diverse team of talented engineers who act as advocates for our customers, working closely with software/hardware engineering, product management, customer engineering, and sales teams. We foster a culture of collaboration among highly skilled individuals, united in our goal to achieve the highest levels of customer satisfaction.
Your Role
The ideal candidate will possess strong troubleshooting abilities in complex and dynamic customer environments, coupled with excellent communication skills to manage each case effectively. A keen analytical mindset is essential for triaging issues. Given our constant release of new features and products, a strong aptitude for both learning and teaching is crucial. You will work alongside other Customer Engineering members and both Software and Hardware development teams to diagnose problems and communicate solutions across various technical contexts.
Key Responsibilities
- Address customer product inquiries via phone and written communication.
- Resolve customer issues related to installation, operation, maintenance, or product compatibility.
- Utilize interpersonal skills and product expertise to manage daily customer-centered activities.
- Troubleshoot hardware and software applications and suggest corrective actions.
- Document customer interactions and recurring technical issues to support product quality initiatives and development.
