Escalations Engineer Catbird Networks

Position Description:
The Escalations Engineer will be responsible for providing backline technical support for V-Security related products. The job scope includes troubleshooting and solving issues of moderate to complex scope related to network security on physical and virtual infrastructures. You will work with other engineers to drive issues to resolution.

Position Requirements

The ideal candidate will have broad knowledge of networking, UNIX/Linux, and have exceptional analytical skills.

The candidate can expect to:

Deliver debug version, test-fixes, or workaround (scripts/code fix) to customers,
Develop self-service tools: diagnostic guide, knowledge base,
Manage technical escalations within the engineering team,
Prepare the technology enablement to the support group on New Products/Integration
Participate in documentation and product review process for new product introductions
Provides strong technical leadership to the entire organization based on thorough knowledge of customer requirements, competitive products and technology trends
Create and disseminate technical knowledge via white papers or other proactive support avenues
Work on customer support related projects as assigned
Work with Engineering/QA Release Manager to manage product release related to Hot Fix/Patch
Work with Engineering Managers and developers on escalation related issues
Work with Product Management group on Release versioning, and End of Life product cycle

Skills and Core Requirements

Education should include Master's degree in Computer Science or equivalent experience.
4 years of industry (technical support) experience including 3 years of coding and debugging experience.
A clear understanding of networking and experience with infrastructure software products or equivalent.
Minimum of 2-year experience in Linux/Unix environment or equivalent.
Minimum of 3 year experience in the Web Server programming (JSP, SOAP/Web Services)
Minimum of 3 year professional Java debugging/coding experience or equivalent
Experience with administration of Windows 95/98/NT/2000/XP and UNIX (HP-UX, AIX, Solaris, Linux,
Networking Experience: working knowledge of TCP/IP, Load Balancer, DNS, Multiple Domain environments, firewall, proxy.
Proficiency in Java, C & C/C, SOAP/Web Services and Scripting language (AWK, Perl, Visual Basic, Unix Shell scripting)
Able to understand and explain related technical issues
Knowledge of security products such as Snort and Nessus a plus
Excellent written, verbal and interpersonal skills
Proactive in learning new versions, products, modules.

Location:	Scotts Valley, CA 95066 United States
Employment Type:	Full Time