Senior Network Escalation Engineer (TAC Support)

Senior Network Escalation Engineer

As a Senior Network Escalation 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.

• Primary responsibility is to assist level 2 support engineering to 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 development, QA, 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.
• Ensure customer’s reported issues are resolved to the client's satisfaction in a timely manner.
• Document chronicle events, troubleshooting steps and current status in the CRM tool.
• Create solutions and FAQs and drive improvement in software supportability features

Qualifications:

• 5+ 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.
• 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.
• Demonstrated strong analytical, troubleshooting and problem-solving skills.
• Demonstrated strong leadership skills.
• Previous escalation or senior engineer experience preferred.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
• 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.

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