VeloCloud Careers

Support Engineer, Level 2

Support/Operations, Mountain View, CA

In the Support Engineer Level 2 role, you will be responsible for working closely with our Level 1 support engineers, SEs and customers to understand customer network configurations and problems that they may be facing or just answering technical questions about VeloCloud Networks’ products. You will use your expert knowledge of networking protocols and networking products to get to the bottom of the problem. This may involve escalating the issue internally and keeping stakeholders informed about the progress. You will also be expected to communicate both via email and over the phone with VeloCloud’s worldwide customer base and provide timely and accurate information. One key objective would be to provide immediate solution/workaround and guide customers until the issue is resolved.

  • 5+ years with BE/BTech/BS CSE/ECE, 3+ years with ME/MTech/MS CSE/ECE from a reputed institution
  • Prior experience working in a Support/Technical Assistance Center (TAC) team
  • Hands on Experience in TCP/IP stack, QoS, L4-L7 proxy devices, HTTP, VOIP or applications like WAN optimization devices, server load balancers and/or caching devices preferred
  • Expertise in understanding different network topologies and configurations
  • Live debugging / troubleshooting on the customer’s environment, collecting additional information about the problem and resolving network performance issues
  • Ability to analyze network traffic
  • Ability to reproduce customer reported issues in the lab environment, work with development and QA to verify and fixes before they are rolled out to our customers
  • Excellent presentation and communications skills combined with the ability to work in a team environment
  • Ability to work independently in a fast paced unstructured environment
  • Above all, a commitment and desire to resolve customer issues in a timely manner

This position is located at our headquarters in Mountain View, CA. Not only are we disrupting the enterprise infrastructure market, we have an amazing culture of learning, acceptance, and trust. Competitive compensation and equity, great insurance, catered daily lunches, flexible vacations, fun activities (yoga, Friday beers, birthday celebrations, softball, sky-diving – and more!) – we work hard and play hard too. At VeloCloud you are part of the family!

If this position is right for you and you are ready to make a difference at a growing, innovative company, send an email with your resume to [email protected].

Our people make us great!

We are disrupting the enterprise infrastructure market with our award-winning solution built by the best and brightest team in the world!

Award Winning

VeloCloud is a recipient of many prestigious industry accolades.

Gartner Cool Vendor 2016
2016 Unified Communications Product of the Year Award
Cloud Computing Product of the Year Award
Cloud Computing Product of the Year Award
Interop Best Startup of 2015 Award