Network Support Engineer (I, II and Senior) A10 Networks

As a Network Support 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.
Job Description:

Troubleshoot, resolve and document customer reported network issues via phone and/or e-mail
Provide configuration recommendation and assistance in customer service deployment
Recreate reported issues in lab with customer?s configuration and topology
Work with sustaining engineering teams to investigate and resolve software and hardware defects
Perform patch qualification related tasks
Analyze data traces using protocol analyzers to identify anomalies and find solutions
Ensure customer?s reported issues are resolved to the customer's satisfaction in a timely manner

Qualifications:

Network Support Engineer I (Entry Level)

Must be a recent university graduate (within the last year)
Excellent verbal and written communication and interpersonal skills
Ability to learn and master A10 products and industry standard technologies
BS or MS in EE or Computer engineering, Math, or related fields
Basic knowledge of TCP/IP protocols, Layer-2 and Layer-3 switches
Demonstrate strong analytical and problem solving skills
Being on-call on rotational basis or working outside of normal working hours (weekends and evenings) may be required.

Network Support Engineer II

1 to 3 years of working experience in the data networking industry
Excellent verbal and written communication and organization skills.
BS/MS in a computer related field or equivalent work experience.
Good knowledge and experience troubleshooting Layer-2/3 protocols (VLANs, VRRP, OSPF, BGP, ISIS, IPv4/6, ARP, RIP, NAT) and Layer-4 protocols (TCP, UDP, DNS, NAT)
Must have good understanding of following protocols, HTTP, SSL, FTP, SMTP, RTSP
Demonstrate ability to acquire strong analytical, troubleshooting and problem solving skills
Being on-call on rotational basis or working outside of normal working hours (weekends and evenings) may be required.

Sr. Network Support Engineer

4+ years of working experience in the data networking industry
Excellent verbal and written communication and organization skills.
BS/MS in a computer related field or equivalent work experience.
Extensive knowledge and experience troubleshooting Layer-2/3 protocols (VLANs, VRRP, OSPF, BGP, ISIS, IPv4/6, ARP, RIP, NAT) and Layer-4 protocols (TCP, UDP, DNS, NAT)
Must have thorough understanding of following protocols, HTTP, SSL, FTP, SMTP, RTSP, SIP, Diameter
Demonstrate strong analytical, troubleshooting and problem solving skills
Being on-call on rotational basis or working outside of normal working hours (weekends and evenings) may be required.
Experience providing support to direct customers, resellers, and field personnel in resolving product related issues.
Contribute to technical documentation/knowledge base for internal and/or external use
Experience with Application Delivery Switches (or Server Load Balancers) is preferred

Location:	2309 Bering Drive San Jose, CA 95131 United States