Technical Support Engineer

Technical Support EngineerKeysight is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.Are you someone who enjoys solving complex technical challenges and digging into issues that don't have obvious answers? In this role, you'll work at the intersection of networking, cloud technologies, virtualization, and telecommunications, helping some of the world's largest service providers and enterprises keep critical systems running.As a Technical Support Engineer, you'll become a trusted technical advisor to customers, partnering with them to troubleshoot sophisticated software and infrastructure environments. You'll investigate issues across technologies such as Kubernetes, OpenShift, Linux, VMware, Docker, and OpenStack, collaborating closely with engineering and product teams to drive solutions and influence future product improvements.What makes this role unique is the variety. One day you may be troubleshooting a cloud-native deployment, and the next you may be tracing a complex network issue impacting a customer's production environment. You'll continuously learn emerging technologies, gain deep expertise in industry-leading network visibility and monitoring solutions, and play a direct role in our customers' success.If you're motivated by solving puzzles, enjoy working with cutting-edge technologies, and want a role where you'll keep learning and growing, we'd love to hear from you.ResponsibilitiesResolve customer-reported issues across phone, email, and occasional on-site engagements, minimizing downtime and restoring service with minimal disruption.Troubleshoot and diagnose complex issues across Keysight software solutions, network visibility platforms, and cloud-native/containerized environments, performing accurate root-cause analysis to maintain system stability and performance.Ensure seamless interoperability across integrated Keysight solutions by proactively identifying, investigating, and resolving integration issues before they impact customer operations.Coordinate effectively with Technical Support, Engineering, Product Management, and Sales teams to drive timely resolution of complex, cross-functional customer issues.Validate system performance and confirm issue resolution by analyzing test results and comparing outcomes against expected system behavior.Improve product reliability by identifying, documenting, and escalating software defects, design issues, and maintenance concerns, helping drive continuous product enhancement.Partner with Product Line Management and Engineering teams to communicate customer feedback, influence product improvements, and contribute to future roadmap discussions.Develop and maintain technical documentation, troubleshooting guides, and knowledge base articles to improve knowledge sharing and enable customer and internal self-service.Support customer deployments, upgrades, migrations, and configuration activities across physical, virtualized, and cloud-native environments.Participate in a 24x7 on-call support rotation to ensure continuous support coverage for business-critical customer environments.QualificationsBachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or an equivalent combination of education and experience.Typically, 8+ years of experience supporting, troubleshooting, and resolving complex issues in telecommunications, networking, cloud-native, or enterprise software environments.Advanced experience administering and troubleshooting Red Hat OpenShift environments.Advanced experience deploying, administering, and troubleshooting OpenStack cloud infrastructure.Hands-on experience deploying, administering, and troubleshooting virtualized and containerized environments, including VMware, Docker containers, Kubernetes, and Rancher.Working knowledge of Java, JavaScript, jQuery, RESTful APIs, JSON, and related technologies.Strong expertise in root cause analysis, performance troubleshooting, and problem resolution within complex distributed systems.Proven ability to independently manage highly complex customer issues and drive resolution across multiple teams.Excellent verbal and written communication skills, with the ability to collaborate effectively with customers, support teams, engineering teams, and product organizations.Preferred Qualifications:Expert-level Linux administration and command-line troubleshooting skills.Advanced Kubernetes troubleshooting experience, including cluster architecture, kubectl diagnostics, pod and node networking, ingress issues, storage troubleshooting, and log/event analysis.Experience supporting Tier 1 or Tier 2 telecommunications carriers, network equipment vendors, or cable/broadband service providers.Strong knowledge of networking technologies and routing protocols, including BGP, OSPF, VPLS, TCP/IP, IPv4, and IPv6.Experience configuring, testing, and troubleshooting routing and switching platforms from Cisco, Juniper, and Nokia.Cisco CCNP, CCIE, or equivalent advanced networking certification.Familiarity with ITIL incident, problem, and change management practices.Experience utilizing CRM and case management tools such as Salesforce and ServiceNow.Experience supporting cloud-native, microservices-based, and distributed application architectures.Careers Privacy StatementKeysight is an Equal Opportunity EmployerKeysight Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.Pay TransparencyThe level of role will be based on applicable experience, education, and skills. Most offers will be between the minimum and the midpoint of the Salary Range listed below.Texas Pay Range: Minimum $106,810 – Maximum $178,020Note: For other locations, pay ranges will vary by regionUS Employees may be eligible for the following benefits:Medical, dental and visionHealth Savings AccountHealth Care and Dependent Care Flexible Spending AccountsLife, Accident, Disability insuranceBusiness Travel Accident and Business Travel Health401(k) PlanFlexible Time Off, Paid HolidaysPaid Family LeaveDiscounts, PerksTuition ReimbursementAdoption AssistanceIncentive ProgramsESPP (Employee Stock Purchase Plan)