Lead high-impact, high-visibility cases across products like NetMRI, Network Insight, NIOS, and SaaS platforms
Act as a trusted technical advisor during major outages and sensitive escalations
Coach senior escalation engineers and T2s in advanced troubleshooting and onboarding best practices
Build internal tools and scripts, such as onedbtosql, migration.py, and add_seed_ni.py, to reduce resolution time and scale team efficiency
Author advanced troubleshooting guides, including for DDoS, DHCP, vRA, and UDDI, and contribute to KCS content
Collaborate with Engineering, Product, and QA to drive systemic product improvements
Participate in hiring and interviews to ensure the technical bar for new talent remains high
Contribute to or lead programs like onboarding frameworks, shift coverage optimization, and technical scorecard development

Be Prepared What You Bring

8+ years in enterprise technical support, including 2+ years in a senior escalation or staff-level role
Deep knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and L2/L3 switching and routing
Cloud-native expertise in SaaS platforms, AWS, containers, and Kubernetes
Solid scripting skills in Python and Shell; familiarity with Ansible, Chef, and GitLab is a plus
Proven ability to handle major customer escalations and lead RCA/post-mortem processes
Calm under pressure, with exceptional communication and documentation skills
Passion for mentoring and developing others in a highly technical environmen

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