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Escalation Engineer
Responsibilities:
As a member of an escalation team, the successful candidate will be the primary focus for customer problem escalation into the engineering organization. Drive problems to resolution through customer (internal/external) interactive troubleshooting, lab replication, research, and working with software/hardware development engineering. The candidate must understand customer network environments to assist in recreating customer operational profiles that will aid in the defect or design problem isolation and be able to work in a fast pace and rewarding escalation driven environment. Responsibilities will also include working with test engineers and development engineers daily to define appropriate simulated customer environments that drive the recreation of customer failure scenarios. Assure failure scenarios are incorporated in simulated environments and made available to test engineers for future test plans and regression test suites. The position will afford the successful candidate the opportunity to develop product specific knowledge in various technology and feature set areas. Require the candidate to act as a product and feature expert presenting the customer perspective to the engineering teams focused on leading edge server load balancing and internet caching solutions. The position will also require the successful candidate represent the development team to the field sales/support teams and to the customer.
Required Skills:Requires BSEE/CS or equivalent, combined with at least 4 years of related experience. Cisco CCNP+ and MCSE certification or equivalent knowledge beneficial. The candidate should be very proficient in IP, IP routing protocols, L2 bridging (spanning tree), MS client server protocols (CIFS, Active Directory), widely used Internet protocols (HTTP, SSL, DNS, FTP, LDAP, NFS), Linux/Unix administration, and network management protocols like SNMP. Specific knowledge of server load balancing solutions desired. Some programming experience also desired (C, C++, Perl, Java). Protocol analyzer and packet-level diagnostics experience is required. Must have experience running, designing, or troubleshooting complex networks. Must have proven ability to accomplish advanced troubleshooting. Ability to objectively interact and communicate with Customers, Engineering and Manufacturing groups as timely problem resolution is a must. Proven ability to effectively communicate and solve networking problems on complex, critical issues is required. Ability to effectively communicate and lead projects is necessary. Typically requires BSEE/CS combined with 4+ yrs related experience.
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