Job Title: Senior Technical Support Engineer (Network & Linux)

Department: Global Technical Support / Customer Success

Employment Type: Full-time

Experience Level: Senior (7+ years)

Role Overview The Senior Technical Support Engineer provides tier-3 enterprise technical assistance for complex networking and Linux infrastructure issues. You will troubleshoot high-severity outages, mentor junior engineers, and interface directly with engineering teams to resolve product bugs.

Key Responsibilities

- Issue Resolution: Diagnose and resolve complex routing, switching, firewall, and Linux OS enterprise issues.
- Escalation Management: Serve as the highest technical escalation point for critical customer network outages.
- Root Cause Analysis: Analyze packet captures, system logs, and kernel dumps to identify core infrastructure faults.
- Automation & Scripting: Develop bash or Python scripts to automate repetitive diagnostic tasks and health checks.
- Knowledge Sharing: Write internal technical documentation, deployment guides, and knowledge base articles.
- Collaboration: Partner with software engineering and product teams to reproduce bugs and validate hotfixes.

Required Technical Skills

- Routing & Switching: Advanced knowledge of BGP, OSPF, EIGRP,



STP, VLANs, and EVPN-VXLAN.
- Firewall & Security: Expertise in stateful inspection, NAT, IPSec VPNs, SSL decryption, and ACL policies.
- Linux Platforms: Deep understanding of RHEL/Ubuntu administration, systemd, storage, and performance tuning.
- Linux Networking: Mastery of iptables, nftables, iproute2, tcpdump, and Wireshark log analysis.
- Protocols: Strong grip on DNS, DHCP, HTTP/S, SSH, NTP, and SNMP.

Preferred Qualifications

- Certifications: Cisco CCNP/CCIE, Juniper JNCIP/JNCIE, Red Hat RHCE, or Palo Alto PCNSE.
- Cloud & Virtualization: Experience with VMware ESXi, KVM, AWS VPC, or Azure networking.
- Containerization: Basic understanding of Docker, Kubernetes, and flannel/Calico container networking.

Soft Skills

- Communication: Ability to explain complex technical issues clearly to both technical and non-technical stakeholders.
- Calm Under Pressure: Proven ability to manage high-stress situations during critical infrastructure outages.
- Mentorship: Passion for coaching junior engineers and fostering a collaborative team setting.

Job Type: Full-time

Work Location: In person

📌 Sr. Technical Support Engineer (Kazhakkoottam)
🏢 Systrome Technologies
📍 Kazhakkoottam