Senior Staff Engineer, Escalation Support Engineering

This is an exciting opportunity in Celesticas Hardware Platform Solutions (HPS) to make a positive impact and be part of a rapid business growth in a dynamic environment. This individual contributor reports to the Customer Experience (CX) organization and will be empowered and responsible for troubleshooting and resolving customer technical issues arising from Customers networking (primarily in Switching and Network Security) storages servers software with a focus on SONiC related issues. The role is a technically hands-on one. The successful candidate will be an experienced technical support troubleshooter who has spent extensive amount of time successfully working on and resolving various technical issues interfacing with customers and managing escalations on mission-critical networks/operations. One who can be calm while working under pressure and has strong operational experience to systemically and expediently drive issues/escalations resolutions.

The Network Engineer engages with customers to understand their topology and provides suggestions answer questions reviews configurations troubleshoots issues. They are also expected to participate in pre-sales activities which include (but not limited to) assist Celesticas Sales Engineers and Business Development teams. They are expected to have a complete understanding of networking protocols that are common in a Data Center Enterprise and Campus scenarios Author Application Notes or Field Alerts for consumption by the customers. Should be highly experienced in troubleshooting a wide array of network related issues. Must have an understanding of switch and router architecture. Travel requirements may be up to 10% of the time.

• Experience on SONiC network operating system and FRR stack is required
• Experience in designing configuring troubleshooting optimizing network hardware topologies and deployments (DC/Enterprise/Campus) is required
• Deep understanding of networking concepts architecture topology (Places-In-Network) network protocols including but not limited to BGP OSPF ISIS VXLAN EVPN IGMP DHCP BFD VRF Authentication (RADIUS/TACACS) Network Management protocols NAT Multicast QoS (RoCE/DSCP) ACL ZTP Telemetry Monitoring/Analytics is required
• Deep understanding of Switching/Network Security/Routing hardware architecture is required
• Proficiency in Linux is required
• Experience in scripting languages like Python is a major plus
• Must have direct customer interface experience
• Must have experience is writing technical documentation (e.g.) Application Notes FAQs Installation Guides User manual Troubleshooting Guides
• Ability to travel up to 10% of the time (both domestic and international)
• Ability to work on a rotation basis on weekends holidays and during off business hours to coincide with North America and Europe working hours is required.

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
• Repetitive manual movements (e.g. data entry using a computer mouse using a calculator etc.) are frequently required.
• Occasional travel may be required.

• 10 to 14 years

Bachelor degree or consideration of an equivalent combination of education and experience.

Educational Requirements may vary by Geography

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time. #HPS-NA