Responsibilities:

• Build and utilize capacity dashboards to proactively identify and address network stockout issues.  Investigate and resolve network incidents, outages, and connectivity problems related to customer capacity limitations.
• Review network traffic, bandwidth utilization, latency and identify potential capacity constraints.  Monitor customer usage patterns and proactively identify potential capacity needs.
• Collaborate with the Operations Lead, customer engineers, and other team members to diagnose and resolve complex issues affecting customer capacity.
• Apply troubleshooting methodologies and best practices to restore services and customer capacity quickly.
• Maintain accurate and up-to-date network documentation, including diagrams, configurations, and troubleshooting guides, with a focus on customer capacity details.
• Document incidents, resolutions, and capacity-related changes in a knowledge base to facilitate future troubleshooting and capacity planning efforts.

Qualifications:

• Education: Associate's degree in Computer Science, Networking, or a related field.
• Experience:
  • 5+ years of experience in network operations or a related field, with a focus on cloud environments.
  • Experience with cloud networking platforms (e.g., AWS, Azure).
  • Familiarity with network monitoring and troubleshooting tools.
  • Experience working with customer support or customer success teams.
  • Experience with AI/Automation tools and technologies

Skills:

• Strong understanding of network protocols and technologies (TCP/IP, routing, switching).
• Proficiency in troubleshooting network issues at various layers (physical, data link, network).
• Ability to work independently and as part of a team.
• Excellent communication and customer service skills.

Preferred:

• Certifications in networking (e.g., CCNA, Network+).
• Experience with scripting or automation tools for capacity management.
• Knowledge of cloud capacity planning and scaling best practices.