Escalation Engineer

Roles and Responsibilities:

1. Handle highly complex, political, financial, executive level cases

2. Key collaboration point for advanced troubleshooting to unblock issues

3. Manage engagement with Product Engineering for Support-raised escalations

4. Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams

5. Drive process, tool, service delivery and solution improvements that enable effective troubleshooting and remediation (incl. Diagnostics)

6. Assist in developing on-going training programs for the department.

7. Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring

8. Drive technical collaboration and engagement with Product Engineering teams/Sales/ Other Regions TAC

Desired Background:

4+ years of experience in TAC

Experience in Linux operating system  Expertise in configuring and troubleshooting network issues on firewalls, routers, switches and protocols like HTTPS, OSPF, BGP, VPN, DNS, DHCP

In depth understanding of TCP/ IP stack and ARP

Knowledge of troubleshooting tools like Wireshark, traceroute, TCPdump, PING

Proven ability to work in a very demanding and stressed worke nvironment 

Ability to manage multiple tasks and priorities under high pressure