The Senior Technical Support Engineer resolves complex hardware and software issues, provides technical guidance, and manages critical customer issues while documenting and advocating for timely resolutions.
Senior Network Support Engineer
Location: USAbout ArrcusArrcus is redefining how networks are built and operated. Our Arrcus Connected Edge (ACE) platform delivers best-in-class networking across Service Provider, Data Center, and Enterprise environments with the flexibility and economics that legacy vendors cannot match. Backed by $125M+ in funding from Lightspeed Venture Partners, General Catalyst, SoftBank, and Samsung Next, we are a team of world-class technologists on a mission to make the world more connected.The RoleThis is not a traditional support role. As a Senior Network Solutions Engineer, you will be one of the most technically senior customer-facing voices at Arrcus — a trusted expert who owns the hardest problems our customers face. You will work at the intersection of Customer Engineering and core R&D to solve complex issues in BGP, MPLS, SRv6, and EVPN environments, and your work will directly shape our products, documentation, and customer success programs.
If you have spent years in a TAC or SP network operations role and want a position where your deep expertise is recognized, your insights influence product direction, and you own customer outcomes end-to-end — this is that role.What You'll Do
- Own and drive resolution of critical, complex issues in customer production Service Provider and Data Center environments running ArcOS.
- Reproduce and root-cause customer-reported network issues in a dedicated lab environment, working directly with R&D on fixes.
- Act as a technical advisor to customers during network deployment, Day-2 operations, and incident response.
- Serve as the internal escalation bridge between customers and engineering, ensuring issues are documented, prioritized, and resolved with urgency.
- Develop deep technical specializations and contribute to white papers, knowledge bases, and internal tooling.
- Participate in cross-functional initiatives including new product launches, support readiness reviews, and process improvements.
- Mentor junior engineers and contribute to building a world-class support practice.
- 10+ years of hands-on experience in large-scale IP network engineering or operations.
- 3+ years in a TAC, escalation engineering, or customer-facing technical role.
- Deep expertise in: BGP, OSPF, IS-IS, MPLS (L2/L3 VPN), VXLAN, EVPN, SRv6, and Segment Routing.
- Proven experience troubleshooting Service Provider networks at scale.
- Strong written and verbal communication skills; ability to translate complex issues for both engineers and executives.
Preferred:
- CCIE, JNCIE, or equivalent certification or demonstrated work history.
- Experience with NetOps tooling: Ansible, Python scripting, Vagrant.
- Familiarity with Linux, traffic generators (Wireshark, IXIA), and network automation.
- Experience at a networking startup or vendor environment.
- Competitive salary: $125,000–$200,000 (commensurate with experience)
- Bonus + equity in a well-funded, growing company
- 100% covered medical, dental, and vision insurance
- Parental leave, 401(k), and Employee Assistance Programs
- Health & wellness programs
- Weekly catered lunches and monthly happy hours at our San Jose HQ
Investors and Funding
Arrcus has raised over $125M in funding from top tier Venture Capital firms(VCs) such as Prosperity7 Ventures, Lightspeed Venture Partners, General Catalyst, and Clear Ventures as well as strategic investors such as Liberty Global, SoftBank Corp, and Samsung Next.
For more information, go to www.arrcus.com or follow @arrcusinc.
Equal Opportunity
At Arrcus, we’re proud to be an equal opportunity employer – We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone. A strong belief of culture addition will propel us forward, together.
With this, we consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. This policy applies to all terms and conditions of employment, including but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, benefits, compensation and training..
Arrcus Inc San Jose, California, USA Office
2077 Gateway Pl, San Jose, California, United States, 95110
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