About The Role

Join a unique senior support role focused on resolving L3 escalations and mentoring L1–L2 engineers. This is not just support – it’s a hybrid of Linux and network troubleshooting and Python scripting. You’ll tackle complex challenges, co-lead customer calls, and own critical tooling that accelerates our team.

Our support team actively contributes to manual product testing, adding variability to your role and deepening your product understanding. Engage with large-scale customer networks and complex environments. This role includes an afternoon shift rotation to support US-based customers and ensure global coverage. On-call duty is company-driven and optional in terms of scheduling – it will only be introduced after full onboarding and based on both company needs and your readiness.

Step into a professional support role where every challenge contributes to team success!

What You’ll Do 

• Serve as the primary escalation point for L1–L2 on severe/complex issues (discovery failures, upgrade problems, parsing defects, path-lookup anomalies, API/integration errors).
• Proactive and timely communication with customers and internal teams.
• Triaging incoming issues and leading deep-dive troubleshooting across Linux, networking, and APIs.
• In-depth debugging/troubleshooting and solving customer-reported issues, including Linux logs analysis for all services, service log troubleshooting, and resolving parsing and mapping issues from CLI outputs.
• Path lookup troubleshooting: Investigate how traffic flows through customer infrastructure, analyze routing decisions, and validate protocol behavior (BGP, OSPF, MPLS, EVPN/VXLAN, ACLs, QoS). This requires strong networking knowledge and the ability to interpret complex topologies, at least on CCNA level.
• De-escalating situations where customers have become frustrated or upset.
• Escalating confirmed product bugs to engineering via internal bug reports.
• Look for ways to improve our customer communication and support processes.
• Help create and maintain documentation and knowledge base.
• Remote real-time debugging sessions with customers.
• Own and evolve support tooling - design, code reviews, documentation, and adoption.
• Mentor L1–L2 engineers and contribute to onboarding.
• Actively participating on increasing team effectiveness, as well as building roadmap for the support team each 6/12/24 months.

What You'll Need

• Linux/Debian: Advanced systemd/journalctl, package management, network tools (ip, ss, tcpdump), SSL/TLS & PKI (OpenSSL), SAR/performance triage.
• Networking: Basic/advanced protocol knowledge (BGP, OSPF/IS-IS, MPLS/EVPN/VXLAN, STP/MLAG, PIM/IGMP, NAT, ACLs, QoS) and hands on experience with some of the following network vendors (AWS, Azure, Cisco, Cisco ACI, Juniper, Arista, Palo Alto/Fortinet/F5, HPE/Aruba, Huawei, Nokia).
• Virtualization/Cloud: Hypervisors (KVM/ESXi/Proxmox) plus AWS/Azure networking basics.
• Scripting/Automation: Practical Python for support tools and data wrangling (REST/JSON, log parsing, CLI automation). Git workflows; Markdown; code reviews.
• Customer interaction experience with strong written and oral communication skills in English.
• Ability to keep calm under pressure and de-escalate tense situations.
• Operational maturity: comfortable with afternoon shift weeks and company-driven on-call rotations after onboarding.
• Proven experiences in using AI

Bonus points if you have:

• Professional networking certifications (CCNA/CCNP or equivalent).
• Vendor SDKs/APIs (DNAC/ACI, Panorama, NSX, SD-WAN controllers) and SIEM/ITSM integrations (Splunk, ServiceNow).
• Practical knowledge of LDAP (Active Directory/OpenLDAP), SSO (OIDC, SAML), FTP/SFTP, PKI.
• Familiarity with mkdocs/Docs-as-code and Confluence.