Customer Support Engineer

Company: RtBrick

Website: Visit Website

Business Type: Startup

Company Type: Product

Business Model: B2B

Funding Stage: Series A

Industry: Networking

Salary Range: ₹ 9-50 Lacs PA

Job Description

RtBrick is hiring an experienced Customer Support Engineer to join our Technical Support team. This is a hands-on, customer-facing role where you will provide deep technical guidance and issue resolution for our customers deploying next-generation networking products.

This role blends technical support, network engineering, and automation, offering direct exposure to real-world telco-grade deployments.

Responsibilities

• Serve as a technical contact for customers to ensure maximum utilization and satisfaction with RtBrick products.
• Understand and analyze customer use cases to support feature qualification and integration.
• Troubleshoot, triage, and resolve issues related to routing, switching, forwarding, and access protocols.
• Collaborate with the engineering team to escalate and debug product defects.
• Reproduce complex customer issues in lab environments and capture relevant diagnostics.
• Identify gaps in regression testing based on customer environments and contribute to improving test coverage.
• Automate test cases using Python and Robot Framework, especially for recurring or high-impact scenarios.
  
  

• 6 to 10 years of experience in technical support, network operations, or customer engineering roles.
• Solid understanding of IP Networking fundamentals: TCP/IP, Subnetting, IP flow, OSI model.
• Strong knowledge of routing technologies: OSPF, BGP, IS-IS, MPLS (L2/L3 VPNs), RSVP, LDP, Multicast (IGMP, PIM, MVPN).
• Familiarity with BNG protocols: PPPoE, DHCP, IPoE, L2TP.
• Experience with QoS, ACLs, uRPF, Firewall rules, and other packet forwarding technologies.
• Hands-on with Switching & DC technologies: VLAN, STP/RSTP/VSTP, VXLAN, EVPN, IP Fabric.
• Strong automation skills with Python, Robot Framework.
• Exposure to traffic generators and network test tools like IXIA and Spirent.
• Comfortable with Linux systems, container infrastructure (e.g., ONL), and open-source tools.