Escalation Engineer

Less than 5 years experience  •  Information Services

Salary depends on experience
Posted on 10/15/17
Los Gatos, CA
Less than 5 years experience
Information Services
Salary depends on experience
Posted on 10/15/17

Job Description

This escalation engineer works on the endpoint team located in Los Gatos CA, working on complex escalated customer issues.

Essential Functions

  • Excellent analytical and problem-solving skills with a strong sense of customer commitment
  • Investigate and resolve Windows and Mac endpoint escalated issues reported by external and internal customers
  • Work with local and remote development teams to ensure effective interoperation of system components
  • Work side-by-side with QA engineers as part of the SCRUM development process
  • Perform other duties and projects as assigned to meet team and company goals


Education, Experience, and Skills

  • Bachelor’s degree in CS, CE, or EE, or relevant background
  • 4 years of the experiencetroubleshooting complex issues
  • Experiencetroubleshooting endpoint products and user space applications
  • Knowledge of networking technologies and protocols and ability to use and read a sniffer output
  • IT knowledge – Active Directory, Exchange, VMWare, authentication protocols, Citrix products
  • Excellent communication (written and oral) and teamwork skills
  • Good interpersonal skill with customers and cross functional teams
  • Adaptable and responsive as expected in an Agile/SCRUM environment
  • High level of attention to details
  • PreferredEducation and Experience
  • Familiarity with the use of certificates, encryption, and related infrastructure
  • Familiarity with securitytechnologies such as DLP, web filtering, web proxies, insider threat detection, UEBA, SIEM and an understanding of how these work together within an ecosystem
  • Familiarity with various programming and scriptinglanguages
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