TAC Engineer

Role Summary
This role involves providing advanced Tier 2 and Tier 3 technical support for enterprise network and application delivery infrastructure. The position requires troubleshooting complex network issues, managing incidents, and collaborating across teams to ensure the stability and security of the network environment. It is suited for professionals with extensive experience in network engineering, offering opportunities to work on cutting-edge technologies and support critical systems.

Responsibilities

• Deliver advanced support for enterprise network systems, including routing, switching, load balancing, and security platforms.
• Troubleshoot and resolve complex network incidents involving Arista EOS, Cisco networking devices, and F5 BIG-IP systems.
• Analyze network data such as packet captures, logs, and telemetry to identify root causes of issues.
• Collaborate directly with customers in production environments to troubleshoot and resolve network problems efficiently.
• Manage cases throughout their full lifecycle, including documentation, resolution, and post-incident review.
• Work with engineering and operations teams to escalate and resolve intricate technical problems.
• Provide configuration guidance and best practices for network and application delivery solutions.
• Participate in on-call rotations and support maintenance activities as required.
• Maintain detailed technical documentation within ticketing and knowledge management systems.
• Support continuous improvement through knowledge sharing and process enhancement.

Qualifications

• Minimum of 5 years of experience in network engineering or Technical Assistance Center (TAC) support roles.
• Hands-on experience with Arista EOS switching platforms and Cisco routing and switching technologies.
• Proficiency with F5 BIG-IP systems (LTM, GTM/DNS, or ASM preferred).
• Strong knowledge of TCP/IP networking, BGP, OSPF, VLANs, VXLANs, and network segmentation.
• Experience troubleshooting Layer 2 through Layer 7 networking issues.
• Familiarity with packet capture tools such as Wireshark or tcpdump.
• Experience working with Linux-based systems and CLI troubleshooting.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced support environment with multiple priorities.
• This position requires eligibility for a U.S. Government security clearance. In accordance with federal law, U.S. citizenship is required. Active U.S. security clearance or the ability to obtain and maintain one (Top Secret/SCI; willingness to obtain a CI Polygraph).

Publishing Pay Range: $75.00 - $85.00 USD Hourly

This position offers a hybrid schedule, with time split between the office and remote work.