Technical support Engineer - NSP

As a Technical Support Engineer NSP, NI Services develops and supports the NI (IP, Optics, FN) portfolio to drive revenue growth, improve customer satisfaction, optimize resources, and provide guidance to NI RBCs. The Network Services Platform (NSP) is a distributed system that manages multi-vendor physical and virtual networks across multiple domains. Network Automation delivers advanced automation solutions that help customers meet operational goals as networks become more complex with virtualization and SDN.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• Troubleshoot issues by accessing remote sites, analyzing logs and traces, and coordinating testing and issue replication.
• Work during customer maintenance windows when required.
• Debug complex installations and resolve advanced product issues using both standard procedures and creative solutions.
• Collaborate closely with R&D, Solution Teams, Product Business Units, and customers to address technical problems and share expertise.
• Lead and resolve complex technical situations such as upgrades, audits, expansions, multi-vendor issues, and acceptance testing.
• Ensure timely SLA compliance, maintain accurate trouble-ticket updates, and lead RCA creation for escalated cases.
• Mentor junior staff, create knowledge articles, and support early-phase product activities while providing high-level technical guidance.

Qualifications

You have:

• Bachelors Degree with 8 to 10 Years of Experience in troubleshooting products of EMS/NMS.
• Post-sales technical support for EMS/NMS products with strong troubleshooting skills across software, network, Linux, and virtualized environments (KVM, ESXi).
• Experience with Docker, Kubernetes, and services like Kafka, Zookeeper, Tomcat, and Neo4j.
• Knowledge of key networking and management protocols (TCP/IP, NETCONF, YANG, gNMI, SNMP, REST/RESTCONF) and SDN/NFV concepts.
• Skilled in lab issue replication, Java/JVM diagnostics, and databases such as Vertica and PostgreSQL.

It would be nice if you also had:

• Skilled in lab issue replication, Java/JVM diagnostics, and databases such as Vertica and PostgreSQL.
• Familiarity with scripting languages (Shell, Python, Perl) and automation tools like Ansible.
• Basic knowledge of IP/MPLS and routing protocols such as BGP and OSPF.
• Understanding of OpenStack and cloud technologies.