Post-Sales Service Engineer
Micas Networks · San Jose
Company Overview
Micas Networks is a leading provider of open networking solutions for hyperscalers, cloud data centers, AI infrastructure, and OEM customers. We deliver high-performance Ethernet switching platforms supporting SONiC and other open network operating systems.
As we continue expanding our global customer footprint, we are seeking a highly motivated Post-Sales Service Engineer to provide technical leadership and customer support for large-scale data center networking deployments.
Position Summary
Micas Networks is seeking a customer-focused Post-Sales Service Engineer to support deployment, operations, and lifecycle management of our networking solutions across enterprise, cloud, and hyperscale environments.
The ideal candidate combines strong networking expertise, hands-on troubleshooting skills, and excellent customer engagement capabilities. This role will work closely with customers, engineering teams, and global support organizations to ensure successful product deployment, rapid issue resolution, and long-term customer success.
Responsibilities
- Lead post-sales technical support and service delivery for strategic customers, including deployment assistance, issue management, escalation handling, and solution validation.
- Serve as a primary technical interface between customers and Micas engineering teams, ensuring timely resolution of product and deployment issues.
- Troubleshoot complex networking, software, and hardware issues across switching platforms, operating systems, and data center environments.
- Collaborate closely with Product Management, R&D, TAC, and Customer Engineering teams to reproduce, analyze, and resolve customer-reported issues.
- Perform hardware-level diagnostics and failure isolation, including power, thermal, and component-related troubleshooting when required.
- Manage RMA and replacement activities, including spare unit coordination, inventory tracking, logistics follow-up, and customer communication.
- Develop troubleshooting guides, knowledge base articles, service documentation, and operational best practices.
- Participate in customer onsite support activities, lab validation, proof-of-concept testing, and deployment readiness reviews.
- Drive continuous improvement of support processes, service quality, and customer satisfaction.
Qualifications
- Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, Networking, or a related technical field.
- 3+ years of experience in technical support, network operations, deployment engineering, customer success, or related customer-facing technical roles.
- Strong knowledge of Ethernet switching, routing, and data center networking technologies.
- Hands-on experience with networking protocols including:
- BGP
- OSPF
- IPv6
- VXLAN
- EVPN
- MPLS VPN
- MLAG/VSU
- Experience with Linux, SONiC, or other network operating systems.
- Strong troubleshooting and debugging skills across hardware, software, and networking domains.
- Excellent communication skills with the ability to engage customers, partners, and cross-functional engineering teams.
- Ability to manage multiple priorities in fast-paced customer environments.
Preferred Qualifications
- Experience supporting hyperscaler, cloud, AI infrastructure, or enterprise data center environments.
- Familiarity with open networking platforms and whitebox switching solutions.
- Experience working with Broadcom-based Ethernet switches and SONiC deployments.
- Knowledge of data center architectures including EVPN-VXLAN fabrics and AI cluster networking.
- Experience with RMA operations, spare parts management, and field service processes.
- Project management or customer deployment experience involving large-scale network rollouts.
Who You Are
- A customer-first technical professional who enjoys solving complex problems.
- A strong communicator capable of building trust with customers and internal stakeholders.
- A hands-on engineer who can work across software, hardware, and networking domains.
- Self-motivated, adaptable, and comfortable working in dynamic, fast-growing environments.
- Passionate about networking technology, customer success, and operational excellence.