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Sr. technical Support Engineer

Date Posted: 6/28/2018

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Job Description

Senior Technical Support Engineer
We are looking for a Senior Staff Technical Support Engineer with an emphasis on security support to manage all customer/partner escalation issues across the entire line of company network security, virtualized, and cloud products. 
Job Responsibilities
Work directly with customers to resolve technical issues so our solution meets or exceeds customer expectations.

  • Conduct live troubleshooting of our complex product performance issues in the customer's environment.  This function requires extensive knowledge of Ethernet, TCP/IP, strong understanding & hands on experience  working on  routing & switching technology.  Strong technical knowledge and troubleshooting skills for  IP, VLAN/STP/Truncking, Extensive knowledge of UNIX/Linux/MS platforms and other related areas Security protocols like TCP/IP,HTTPs/SSL/TLS, certificates, key exchange and virtualization/public/hybrid/private cloud (VMware ESXi, Open Stack, and NSX, Amazon web services and Microsoft Azure).
  • Extensive knowledge of Wireshark,  TCP dump, Nessus/Qualys scanner & other security tools
  • Analyze available log files, crash dumps, and other diagnostic information to narrow down failure analysis investigation.  This function requires extensive knowledge of proprietary and our complex software and hardware products, log messaging, and interpretation of our product performance statistics.
  • Perform lab duplication to repeat customer problems in a controlled environment so problem solving can be accelerated.  This requires extensive knowledge of test equipment such as Spirent or IXIA traffic generation tools, and packet capture and analysis tools such as Wireshark.
  • Escalate critical software defects to our engineering using Jira bug reporting system and suggested information template so problems are properly documented for our developers, assuring rapid resolution.
  • Report software defect resolution status to our customers, Sales Teams, and internal leadership so they stay informed on when reported product defects will be fixed.
  • Assist customer in workaround and solution deployment so critical services are preserved.
  • Manage the RMA processes ensuring equipment is delivered to the customer and returned hardware is sent from the customer location to ours.
Act as designated technical support resource for our Top Accounts Program to assure an exceptional post-Sales experience for the company's most important customers.
  • Provide designated support to our Top Accounts program - a collection of top-tier customers who contribute a significant portion of our revenue - so their open cases are managed by a technical resource with subject matter expertise in the customer's environment and use of our solution.
  • Provide product/services feedback to our leadership. 
  • Top Account customers are among the most demanding of our clients, and regularly provide valuable, critical feedback to the Support Engineer on our products and services. 
Function as technical lead for critical customer escalations.
  • Manage hot customer escalations where business is at risk if problems aren't solved quickly. 
  • Drive issues to completion while keeping all involved parties informed of problem solving progress and solution availability.
  • Work with peer organizations such as Sustaining Engineering and QA to convey customer concerns and requirements for timely solutions and functionality.
.
Support our business development through proof of concept (POC) technical support.
  • Help assure our Sales teams successfully demonstrate product capabilities to new customers during POC engagements by providing rapid response technical support if pro

Job Requirements

Senior Technical Support Engineer
We are looking for a Senior Staff Technical Support Engineer with an emphasis on security support to manage all customer/partner escalation issues across the entire line of company network security, virtualized, and cloud products.
Job Responsibilities
Work directly with customers to resolve technical issues so our solution meets or exceeds customer expectations.
• Conduct live troubleshooting of our complex product performance issues in the customer’s environment. This function requires extensive knowledge of Ethernet, TCP/IP, strong understanding & hands on experience working on routing & switching technology. Strong technical knowledge and troubleshooting skills for IP, VLAN/STP/Truncking, Extensive knowledge of UNIX/Linux/MS platforms and other related areas Security protocols like TCP/IP,HTTPs/SSL/TLS, certificates, key exchange and virtualization/public/hybrid/private cloud (VMware ESXi, Open Stack, and NSX, Amazon web services and Microsoft Azure).
• Extensive knowledge of Wireshark, TCP dump, Nessus/Qualys scanner & other security tools
• Analyze available log files, crash dumps, and other diagnostic information to narrow down failure analysis investigation. This function requires extensive knowledge of proprietary and our complex software and hardware products, log messaging, and interpretation of our product performance statistics.
• Perform lab duplication to repeat customer problems in a controlled environment so problem solving can be accelerated. This requires extensive knowledge of test equipment such as Spirent or IXIA traffic generation tools, and packet capture and analysis tools such as Wireshark.
• Escalate critical software defects to our engineering using Jira bug reporting system and suggested information template so problems are properly documented for our developers, assuring rapid resolution.
• Report software defect resolution status to our customers, Sales Teams, and internal leadership so they stay informed on when reported product defects will be fixed.
• Assist customer in workaround and solution deployment so critical services are preserved.
• Manage the RMA processes ensuring equipment is delivered to the customer and returned hardware is sent from the customer location to ours.
Act as designated technical support resource for our Top Accounts Program to assure an exceptional post-Sales experience for the company’s most important customers.
• Provide designated support to our Top Accounts program – a collection of top-tier customers who contribute a significant portion of our revenue – so their open cases are managed by a technical resource with subject matter expertise in the customer’s environment and use of our solution.
• Provide product/services feedback to our leadership.
• Top Account customers are among the most demanding of our clients, and regularly provide valuable, critical feedback to the Support Engineer on our products and services.
Function as technical lead for critical customer escalations.
• Manage hot customer escalations where business is at risk if problems aren’t solved quickly.
• Drive issues to completion while keeping all involved parties informed of problem solving progress and solution availability.
• Work with peer organizations such as Sustaining Engineering and QA to convey customer concerns and requirements for timely solutions and functionality.
.
Support our business development through proof of concept (POC) technical support.
• Help assure our Sales teams successfully demonstrate product capabilities to new customers during POC engagements by providing rapid response technical support if problems are seen.
• POC assistance is typically time-sensitive, and requires highly responsive troubleshooting and problem solving techniques coupled with our extensive
Posted By: hhabibvand@ledgent.com

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Job Snapshot

  • Employee Type:Full-Time
  • Location:Santa Clara, CA
  • Job Type:I.T.
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:6/28/2018
  • Contact: Hamid Habibvand (408) 418-1867
  • Pay Range: $0.00 - $0.00 Annually
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Job Reference: JO-1806-32920