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Sr. Escalation Engineer

Date Posted: 11/27/2018

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Job Description

Escalation Engineer
We are looking for a self-motivated engineer to join our Technical Support Team - Escalation Center. As the team that is responsible for handling escalations, you will have the opportunity to join us on this challenging endeavor and becoming a key contributor.
 
The focus on the candidate will be on managing escalations through different engineering phases of triaging, technical investigation until resolution across all components and delivering top notch technical support with highest NPS score. The escalation problems would have worked their way through an escalation path and the Escalation engineer will need to develop a strong understanding of the products to make sure the correct data has been collected and available for further engineering analysis when required.
  
The Responsibilities Of The Candidate Also Include The Following

  • The candidate will work closely with Support, Customer and Prof. Services to gather data as needed and review, try to reproduce the issues, ensure that issues are worked on with appropriate priority and investigations progress until resolution.
  • He/she will communicate with all engineering groups, development and QA teams until resolution. The resolutions may be in the form of proposing configuration changes, software code fixes, or incremental feature enhancements.
  • The candidate will write customer facing RCAs (root cause analysis). The successful candidate will be a creative problem solver who enjoys working on challenging issues and is in interested in continuously learning new technologies and protocols.

     
  • Technical Skills 
  • Knowledge in applying best practices of software engineering methodologies
  • Excellent communication and organizational skills, both written and verbal
  • Ability to work well with developers, test engineers and non-engineering personnel
  • 5+ years' experience in Technical Support role, professional services, IT consulting or System Integration role.
  • Current or previous positions as an Escalation Engineer is a big plus 
  • Ability to take ownership of projects and improve processes Microsoft Server OS 2003/2008 and Windows XP Pro/Windows 7 experience (MCSE a plus)
  • Experience/knowledge of Networking - practical application of technologies, protocols, and related standards including TCP/IP, HTTP, HTTPS, XML, LAN, WAN, Routers.
  • Knowledge of Active Directory, Load Balancers and various databases preferred
  • VMware View experience 
  • Citrix XenApp and Xendesktop experience (CCEA a plus)
  • Cisco Networking Experience (CCNA a plus)
  • Duties may require being on call periodically and working outside normal business hours. 
  • BS in Computer Science or other technical field
 
 

We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Job Requirements

BS in Computer Science or other technical field
Knowledge in applying best practices of software engineering methodologies
Excellent communication and organizational skills, both written and verbal
Ability to work well with developers, test engineers and non-engineering personnel
Good knowledge of Java and .Net
5+ years experience in Technical Support role, professional services, IT consulting or System Integration role.
Ability to take ownership of projects and improve processes Microsoft Server OS 2003/2008 and Windows XP Pro/Windows 7 experience (MCSE a plus)
Experience/knowledge of Networking - practical application of technologies, protocols, and related standards including TCP/IP, HTTP, HTTPS, XML, LAN, WAN, Routers.
Knowledge of Active Directory, Load Balancers and various databases preferred
VMware View experience (VCP a plus)
Posted By: hhabibvand@ledgent.com

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Job Snapshot

  • Employee Type:Full-Time
  • Location:San Jose, CA
  • Job Type:Engineering
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:11/27/2018
  • Contact: Hamid Habibvand (408) 418-1867
  • Pay Range: $0.00 - $0.00 Annually
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Job Reference: JO-1808-37986