Graphiant

Wide-area networking is primed for a new paradigm with software-defined networking architecture built to deliver agility, performance, services, and software innovations and consumed by enterprises as a service.

Graphiant is changing the industry by delivering a complete Network-as-a-Service (NaaS), and you will lead the charge. You will collaborate with industry-leading engineers and excited customers to ensure we have the best product portfolio in the industry. 

Reports To 

Vice President of Graphiant Service Operations

The Team 

As part of Graphiant engineering team, you will be responsible for the development of Graphiant’s offerings and execute on the Product and Portfolio strategy. 

  

The Work 

The primary responsibility as a Graphiant Customer Support Engineer (CSE) will be to: 

•  Analyze customer issues and develop necessary actions and ensure optimal levels of customer satisfaction to provide appropriate 
• support for same. 
• Administer all resources and ensure delivery of product fixes within the timeframe. 
• Manage all customer issues and if required escalate them to required departments. 
• Provide support to customers in their designs and recommend procedures for optimal use of products as per guidelines. 

• Perform troubleshoot on all Graphiant Service issues and recommend resolutions to ensure better customer service. 
• Manage requests from internal and external clients and maintain ownership through resolution 
• Maintain accurate customer documents and prepare reports for all issues and resolutions. 
• Work closely with development and service testing to ensure any modifications to the offering, the testing practices, or service management are developed and put into production 

  

Competencies 

• Strong network operations experience 
• Highly proficient in hands-on working with network routing protocols (e.g. OSPF, BGP, IPSEC, and MPLS)  
• Previous SDWAN operational experience  
• Experience working in a high stress/high criticality environment  

• Demonstratable hands-on experience designing and deploying critical network services  
• Debian Linux experience 
• Familiarity with the Git, Atlassian JIRA and Confluence  
• Familiar with YANG, XPATH, JSON   

  

Education and Experience 

• Bachelor’s Degree, or higher, in Computer Science or related technical field, or equivalent experience   
• Highly productive, well organized, self-motivated & disciplined with strong time management skills and the ability to prioritize   
• Excellent communication skills (both written and verbal) 
• Extensive 1st and 2nd line customer support experience 

 

Graphiant is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.