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US Customer Support at Big Switch
Santa Clara, CA, US

As a member of Big Switch Networks Customer Support team, you will be part of a global team of engineers supporting our internal teams and our customers. You will be isolating and analyzing complex networking issues and providing innovative solutions to technical challenges of our customers. Ideal candidates should have broad and solid networking knowledge with analytical problem solving skills and the passion to work on new technologies in a high-impact and fast-paced environment.

Essential Functions & Responsibilities include but are not limited to:

  • Provide second and third level technical support for Big Switch Network’s products
  • Resolve complex technical issues applying analytical problem solving skills blended with strong software and hardware knowledge in the routing and switching as well as server virtualization and DC orchestration 
  • Utilize lab setups to re-create customer’s issues
  • Reports defects on the software and the hardware
  • Manage the customer escalation process working with account management and product development teams
  • Provide alternative and innovative solutions for the customer’s technical challenges
  • Provide technical direction to internal teams and customers
  • Provide training and knowledge transfer to customers on Big Switch Networks products and technologies
  • Write knowledge articles based on customer issues and related solutions

Minimum Qualifications / Experience:

  • BSEE/CS combined with 8+ years of related experience or MSEE/CS combined with 6+ years of related experience.
  • 3+ years Customer Support Experience for Routing and Switching products 
  • In depth understanding of network protocols and networking software and hardware ( Required)
  • In depth technical knowledge of hardware based router and switches ( Required)
  • In depth technical knowledge in Ethernet switching, IP forwarding, Class of service and services, firewall and access control, as well as routing and switching protocols ( Required)
  • Strong understanding of network design, implementation and troubleshooting ( Required)
  • Analytical problem solving skills to debug and isolate complex problems (Required)
  • Hands on experience with customer deployment and troubleshooting of L2/L3 networking products ( Required)
  • Understanding of Data Center Architectures and design principles (Preferred)
  • Understanding of server virtualization ( Preferred)
  • Hands on Experience at Linux operating system. ( Required)
  • Experience in writing technical documentation  ( Preferred)
  • Experience in using network testing equipment ( Preferred)
  • Excellent communication skills
  • Self starter, proactive and must be able to handle multiple tasks

Working Conditions:

  • This position will be based in Santa Clara, CA
  • Requires occasional travelling

ABOUT BIG SWITCH NETWORKS



Big Switch Networks is the market leader in open software-defined networking solutions for enterprises. Leading international banks and high-tech companies are using our open SDN architecture to build their next-generation data centers. Based in Santa Clara and funded by some of the best venture capital firms in Silicon Valley, the Big Switch Networks team comprises industry veterans who led the SDN revolution, renowned experts in virtualization and networking, and researchers from Stanford University.  For more information visit www.bigswitch.com.

Attention Employment Agencies
Thank you for your interest in Big Switch Networks. At this time, we are not accepting unsolicited resumes from outside agencies. All unsolicited resumes sent to Big Switch Networks will be considered our property. We appreciate your cooperation.

Big Switch Networks, Inc. is an equal employment opportunity employer and is committed to a proactive program of affirmative action and diversity development. Big Switch Networks, provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military, veteran or VEVRAA protected veteran status, or any other category protected by federal, state, and local laws.