ETM Customer Support Engineer

Company Description

Arista Networks is an industry leader in data-driven, client-to-cloud networking for large data center, campus and routing environments. What sets us apart is our relentless pursuit of innovation. We leverage the latest advancements in cloud computing, artificial intelligence, and software-defined networking to provide our clients with a competitive edge in an increasingly interconnected world. Our solutions are designed to not only meet the current demands of the digital landscape but to also anticipate and adapt to future challenges.

At Arista we value the diversity of thought and perspectives that each employee brings to the table. We believe that fostering an inclusive environment, where individuals from various backgrounds and experiences feel welcome, is essential for driving creativity and innovation.

Our commitment to excellence has earned us several prestigious awards, such as Best Engineering Team, Best Company for Diversity, Compensation, and Work-Life Balance. At Arista, we take pride in our track record of success and strive to maintain the highest standards of quality and performance in everything we do.

Job Description

We are seeking a skilled Technical Support Engineer to join our ETM team. The ideal candidate will have 2-4 years of experience in technical support or a similar role, with a strong understanding of networking fundamentals. You will be responsible for troubleshooting and resolving customer issues related to firewall configurations, security policies, and network security while working closely with customers and internal teams.

Who You’ll Work With

This is not your standard drone/high turnover tech support job. The team consists of highly motivated, smart, hard-working folks with a sense of humor. We believe the person answering the phone should completely understand our product and be able to solve the customer’s problem 99% of the time.... with a smile. Our solutions and smiles transmit through emails, telephones, and even osmosis. Integrate with our team and join our Fun-tangle Family.

Arista ETM is an innovator in cybersecurity for the below-­enterprise market, safeguarding people’s digital lives at home, work, and on-­the-­go. Arista Edge Threat Management is an integrated suite of software and appliances that provides enterprise-­grade capabilities and consumer-­oriented simplicity, bringing a new generation of smart security to homes and small-­to-­mid-­sized businesses. 

What You’ll Do

• Provide technical support and troubleshooting for customers, resolving issues related to network connectivity, security, and performance.
• Analyze and diagnose problems with network protocols (DNS, DHCP, SMTP, TCP/IP, etc.).
• Assist with SSL inspection and other network security measures.
• Collaborate with internal teams, including engineering and product teams, to escalate and resolve complex issues.
• Stay up to date with the latest networking technologies and security trends.
• Configure/troubleshoot of Port Forwarding, NAT.
• Configure/troubleshoot LAN, WAN, vLAN.
• Receive live calls from customers, troubleshoot network issues in real time, and provide effective solutions.

Qualifications

• 2-4 years of experience in technical support, IT support, or networking roles.
• Strong understanding of firewall security policies, rule sets, VLANs, NAT, and port forwarding.
• Experience troubleshooting SSL inspection, IPS, and advanced firewall features.
• Familiarity with network security protocols and threat mitigation strategies.
• Hands-on experience with DNS, DHCP, SMTP, TCP/IP, and VPN configurations.
• Excellent problem-solving, communication, and customer support skill.
• Ability to work in a fast-paced environment, handle live calls, and resolve issues efficiently.
• Ability to communicate clearly and professionally, both verbally and in Writing.
• Strong decision-making and analytical abilities.

Preferred Qualifications

• Experience with packet analysis tools
• Experience with CLI
• Familiarity with next-generation firewall (NGFW) features
• Previous experience in a customer-facing technical role

If you are a proactive problem solver with a passion for network security and firewall technologies, we encourage you to apply and be part of our dynamic team!

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Additional Information

Arista Networks is an equal opportunity employer. Arista makes all hiring and employment-related decisions in a non-discriminatory manner without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other factor determined to be unlawful under applicable federal, state, or law law. All your information will be kept confidential according to EEO guidelines.