Escalation Network Engineer A10 Networks
THIS JOB HAS EXPIRED As an Escalation Network Engineer, you will directly interact with customers and other functional groups within A10 Networks to troubleshoot, identify and resolve product, configuration or network related issues. You will capture and document details and events in the CRM application throughout the solution discovery process. Also you will participate in bug verification process before a software patch code is released to the customers. You are the key resource to ensure customer satisfaction with A10's products and services.
San Jose, CA
Primary responsibility is to assist level 2 support engineering, manage, troubleshoot, and resolve highly complex networking problems.
Provide advanced configuration recommendation and assistance in customer deployments.
Recreate reported issues in lab with customer's configuration and topology.
Work with sustaining, development, SQA, and hardware engineering teams to investigate and resolve software and hardware defects.
Perform verification testing on customer reported defects.
Analyze data traces and debugs using protocol analyzers to identify anomalies and determine solutions.
Document and chronicle events, troubleshooting steps and current status in the CRM tool.
Ensure customer's reported issues are resolved to the client's satisfaction in a timely manner.
Create solutions and FAQs.
Drive improvement in software supportability features and participate in support readiness for product launch.
Contribute to technical documentation/knowledge base for internal and/or external use.
Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
5+ years of working experience in the data networking industry.
BS/MS in a computer related field or equivalent work experience.
Any of the advanced networking certifications is preferred (CCIE, CCNP, JNCIE, or JNCIP).
In depth knowledge and experience troubleshooting Layer-2/3 protocols for example, VLANs, VRRP, OSPF, BGP, ISIS, IPv4/6, ARP, RIP, NAT, and Layer-4 protocols (TCP, UDP).
Thorough knowledge and understanding of application protocols, HTTP, SSL, FTP, SMTP, RTSP, SIP, Diameter, and DNS.
Experience with firewalls, network security, and/or Application Delivery Switches (Server Load Balancers) is preferred.
Excellent verbal and written communication and organization skills.
Demonstrated strong analytical, troubleshooting, and problem solving skills.
Demonstrated strong leadership skills.
Previous escalation or senior engineer experience preferred.
Experience providing support to direct customers, resellers, and field personnel in resolving product related issues.
||3 West Plumeria Drive |
San Jose, CA 95134
THIS JOB HAS EXPIRED