Application Engineer / Technical Support Engineer

Keysight - Austin, TX

Full-time - Mid Level

Austin, TX

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The Application Engineer / Technical Support Engineer role at Keysight involves providing expert customer support for Visibility product lines, troubleshooting complex networking issues, and collaborating with cross-functional teams to ensure timely problem resolution. The position requires a strong technical background in networking and the ability to manage customer cases effectively while achieving high levels of customer satisfaction.

Responsibilities

• Provide phone support and occasionally travel for on-site activities for Visibility product lines.
• Utilize extensive networking and troubleshooting skills to quickly identify issues across all layers of the OSI model, particularly L1-L3.
• Work effectively with cross-functional teams to ensure timely problem resolution for both internal teams and customers.
• Stage and replicate customer setups in physical and/or virtual environments to expedite escalations and resolutions.
• Follow best practices for case management and customer communication, proactively engaging and diligently following up to meet or exceed Service Level Agreements (SLAs).
• Help customers with user model deployments, device configurations, licensing, and Return Merchandise Authorizations (RMAs).
• Consistently achieve support goals, including response times, follow-up, and customer satisfaction.
• Participate in team meetings and recurring bug scrub sessions, contributing valuable insights.
• Apply strong teamwork skills for case resolution and knowledge sharing.
• Lead projects that require coordination with other functions, customers, and third parties.
• Participate in rotating after-hours support.

Requirements

• Bachelor's or Master's degree, or equivalent.
• 4-5 years in Internet/Networking/Wireless domains.
• Industry-recognized certifications (CCNA, CCNP, JNCIA, JNCIP, AWS, CompTIA A+, etc.) are highly desirable.
• Extensive hands-on experience with IP networking (L2-L4 technologies), including subscriber access, routing, load balancing, security, and general IP forwarding in IPv4 networks.
• In-depth knowledge of TCP/IP, L2/L3 header manipulation, and L3 protocols such as VPNs, VPLS, GRE tunneling.
• Proficient in configuring switches, routers, firewalls, ACLs, access, and tunneling protocols.
• Experience in virtual network management and deployment is a major plus.
• Hands-on knowledge of scripting and automation in Python/API is a plus.
• Excellent written and verbal communication skills.
• Ability to work collaboratively in a global team setting.
• Capable of working independently with in-depth job knowledge and experience.

Nice-to-haves

• Experience in virtual network management and deployment is a major plus.
• Hands-on knowledge of scripting and automation in Python/API is a plus.