Escalation Engineer

• Provide remote support to customers via phone, web, and emai
• Take ownership of customer issues and handle problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate teams
• Prioritize and managing open escalation case
• Provide accurate and prompt updates to customers.

What makes you an ideal candidate

• Knowledge of IP networking protocols like TCP/IP, DNS, http, SSL, SNMP, Flow export, ARP, HA Cluster and strong packet flow understanding.
• Knowledge and experience using advanced Voice tooling, which includes (but not limited to) Riverbed Steel Central UCExpert, NetScout TruView Live, Nagios, Cacti etc.
• Knowledge and experience in modeling and simulation tools such as Riverbed Modeler, ns-2, ns-3, QualNet etc.
• Ability to write and troubleshoot scripting languages.
• Experience with UNIX/Linux and knowledge linux Utilities like AWK, SED etc. strong troubleshooting approach.
• Basic understanding of SQL and database schema and querying them
• Experience reading and understanding packet captures using Wireshark and/or Packet Analyzer and/or Transaction Analyzer.
• Ability to communicate effectively with customers and engineers.
• Qualified Network/Application certifications such as RCSP-W, RCSA-APM or RCSP-NPM, CCNP level is a plus
• Knowledge of VMware is a plus.
• Multilingual a plus.