Our client is a global MNC and a market leader in networking and virtualization space.

Responsible for the analysis, qualification and ownership of high business impact & politically charged support cases with VP level visibility. Responsible for the review of Escalation team case backlog providing technical and case management advice to junior members of the team leveraging established relationships with other teams including Engineering, Sales, Consulting and outside Vendors.

RESPONSIBILITIES:

• Drives and/or coordinates cross team and cross vendor communications with the goal of aligning the required resources to resolve customer technical issues that span multiple products and vendors.

• Is sought after by management and peers to help resolve the most technically complex, mission critical or politically hot customer issues.

• Act as a SME (Subject Matter Expert) in at least one core product and demonstrates a solid technical understanding of our clients’ Delivery Center.

• Develop and review advanced technical training for internal and external audiences across multiple products or components.

• Plays a key role in the interview and training of new team members.

• May participate in a 24x7 on-call rotation.

• Interface with Development and assist the customer with testing or troubleshooting while on site.

• Provide assistance to Development during remote debug dial-ins .

• Conduct periodic review of open escalations with Developers to ensure proper issue priority assignment.

• Reproduce customer issues in the Laboratory to verify problems and provide feedback to the Development department.

• Create entries in our technical support on-line database to accurately document any incident resolution that is not found in our knowledge base.

• Assistance in developing on-going training programs for the department.

• Promote a team environment by assisting and contributing to colleagues whenever necessary to enhance the professional development of everyone within the organization.

• Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.

• Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.

• Other duties as assigned

REQUIREMENTS:

• Load Balancers (NetScaler, F5 , Cisco CSS)

• Network Operating Systems (IOS, CatOS, JunOS)

• Excellent knowledge in common enterprise servers/applications such as Microsoft 2003 Servers and included applications (i.e., Active Directory, File Server, etc), RSA ACE Server, LDAP, SSLVPN technologies, etc. to name a few. Server Operating Systems (FreeBSD and Linux)

• Network Protocol Analyzers (tcpdump, Wireshark)Unix Scripting (Shell, Perl, Python)Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)

• Working knowledge of commonly used appliances (load balancers, cache devices, packet shapers, protocol analyzers)

• Expert knowledge of HTTP protocol construction and traffic patterns

• Expert knowledge of the TCP/IP protocol stackA strong working knowledge of application layer protocols

• Expert knowledge of L3 protocols (OSPF, BGP)

• Expert knowledge of Layer 4-7 load balancing and SSL acceleration

• Working knowledge of different server technologies such as Web Interface, XML brokers, and Secure Ticket Authorities

• Expert knowledge in authentication systems such as LDAP and Radius

• Strong knowledge of VPN technologies and VPN clients

• Strong experience with UNIX (BSD and Linux) server administration and scripting

• Working knowledge of Apache and IIS Web Server administration

• Expert knowledge of L2 technologies (ARP, VLAN, MAC, STP)Working knowledge of Network monitoring and management (SNMP/MRTG/RRD/CACTI)

• Ability to analyze UNIX system crash files and determine failing module

• Ability to analyze UNIX and system logs (dmesg, newnslog, aaa.log, AG server logs) and make determinations based on this analysis

• Ability to reference source code in tandem with engineering to determine root cause of a problem you have debugged

• Expert knowledge in configuration and troubleshooting of GSLB solutions

• Diagnose and resolve system performance issues using CPU, Memory, and other system performance tools

• Construct lab environments that replicate customer environments and create system traffic using available tools (Black Widow and Tarantula)

QUALIFICATIONS:

• Must possess a Bachelor of Science in Computer Information Systems or equivalent advanced industry certifications.

• Previous experience as an Escalation Engineer or equivalent

• Must have minimum 9 years hands-on troubleshooting experience that includes 5 years with the Escalation team interfacing with the Engineering and Product Management teams.

• Advanced Project Management Classes