Cloud Support Engineer
Standing at the critical junction between your network and your applications, A10 is a leader in secure application services. Our solutions protect and
optimize application performance in a world of many clouds.
Are you up for the challenge?
Join us and make your impact on the future as our next Cloud Support Engineer!
Cloud Support Engineer
Standing at the critical junction between your network and your applications, A10 is a leader in secure application services. Our solutions protect and optimize application performance in a world of many clouds.
Are you up for the challenge?
Join us and make your impact on the future as our next Cloud Support Engineer.
Primary Duties/Responsibilities:
Provide and manage support operations, and guide and set example for support levels on building customer responses and knowledge base
Troubleshoot, resolve, and document customer reported issues via phone and/or email while utilizing following technologies:
Unix flavors CentOS, RHEL, Ubuntu etc.
Hypervisors Openstack and VMware ESXi
Applications like Apache, Kafka, Cassandra, Elasticsearch etc.
Supporting Opensource and Devops tools like Ansible & scripting
Supporting RESTapi, SaaS monitoring, log analysis, Backup/DR
Public Cloud like AWS and Azure
Technologies like Kubernetes, Docker etc.
Layer 4 Protocol and concepts like TCP & UDP
Layer 7 Protocols and concepts like HTTP, SSL, DNS, DHCP etc.
Analyze data traces using protocol analyzers to identify anomalies and provide solutions
Recreate reported issues in the lab with customers configuration
Work with escalation and sustained engineering teams to investigate and resolve software and configuration defects
Perform patch verification related tasks on customer reported defects
You will need to exhibit passionate, self-driven, self-motivated mindset, and work with cross-functional teams to define and successfully execute technical support and customer success role.
Qualifications:
5+ years of relevant technical support and customer interaction experience
BS/BE in CS or related engineering or equivalent field
Hands on experience with Linux, Application Servers and Database systems with production traffic. Installation, Upgrade, Configuration & troubleshooting
Hands on experience on setting up and administrating SaaS, monitoring systems, log analyzers, Security scanning &Vulnerability Management
Hands on experience with Public/Private Cloud with API’s on production systems. Onboarding, Configuration & troubleshooting
Experience on working with in-line systems like Load Balancers, Firewall, Traffic shaping systems. Configuration & troubleshooting
Advanced trouble shooting skills and working closely with customers to resolve the problems with remote access and log analysis
Good knowledge on technologies like Kubernetes, Docker, Weave, Nginx/HA Proxy, Ansible etc.
At least basic level of scripting on ash and Python
Excellent verbal and written communication skills, exhibiting fluency working with customers from different geography
Process oriented and should have worked with ticketing system, escalation management and building knowledge base of technical support organization
Open-source enthusiast, should exhibit knowledge on open source tools
Certification on Linux/networking is a plus