$100K — $150K *
= Respond to escalated product and customer issues and gather, organize, and analyze problem details for resolution to test/development teams (30%);
o Resolve escalated cases from level 1 and 2 support engineers using case management system (Salesforce);
o Gather and analyze data collected/needed to troubleshoot customer issues, identify solutions, and reproduce bugs;
o Create knowledgebase based on analysis and solutions to reduce Mean Time to Resolution (MTTR) and drive customer success for future issues;
o Create software defects in JIRA and Bugzilla and perform in-house debugging using Linux tools and virtualized environments such as VMWARE ESXi and AWS/Azure;
o Create Bash, Python and Perl scripts to enable teams to narrow the issues and/or find the data for investigation and troubleshooting;
3. Diagnose and solve complex networking problems in LAN/WAN networks and client applications utilizing network acceleration/application performance technology, analyze remote applications and network configuration to assess possible causes of and solutions to performance problems, build laboratory simulations of client network environments and establish remote sessions to client networks, and identify, design, recommend, and implement solutions (20% of time);
o Debug and analyze TCP Layer 4/7 traffic using Wireshark to segregate application or network issues.
o Mimic customer environments to reproduce and diagnosis issues using Java based application servers including WebLogic, Glassfish, and WebSphere;
o Test product deployments for support using technologies such as Docker, Kubernetes, and Pivotal Cloud Foundry (PCF) environments;
o Simulate Single-Sign On setup using Same Assertion Markup Language (SAML) debugging tools, including SAML analyzer, and in-house Identity Provider tools such as Secure Auth;
o Analyze memory heap dumps from process crashes using Java Heap dump analyzers;
o Decode process core dump using GDB (a GNU debugger) and collaborate with application engineers to find root cause of core dumps; and
o Author regular expressions and parsing scripts to contribute to Logalyzer (in-house log analysis server) and visualize debug logs in chart format.
4. Provide ongoing technical support for customers, product development teams, and partners (20%).
o Partner with Product management to support product release schedule by engaging in periodic product roadmap collaboration discussion regarding customer case feedback, leveraging content captured in company feature management portal, and qualifying and classifying requested product features.
o Communicate release schedule to support management.
o Review Product Requirements and Engineering Response documents for support implications.
o Provide support and serviceability feedback during design and development phases by categorization of case quality definition, root cause analysis, and team collaboration of results.
o Facilitate beta support activity by engaging with development product owners to understand new product features, diagnostic tools, and supportability strategy for communication in team meetings.
o Track serviceability enhancement requests.
o Schedule and engage in periodic product quality checkpoint meetings to summarize learned product issues, propose alternative feature strategy, and collaborate with application development engineers in technical exchange sessions for optimal product evolution.
o Provide monthly reporting on project status, addressing priorities and project goals such as new feature development plans, upcoming product release activity, and development of new tools to enhance product supportability.
o Interface with internal stakeholders to assist in escalation strategies, process, and execution steps in the course of supporting strategic business relationship accounts.
o Serve as primary contact with end users to ensure New Production Introduction (NPI) training function and delivery of appropriate training.
o Provide input in defining new support offerings by engaging in proper case classification, product categorization, and root cause classification to improve product quality attributes. Track new functionality, products, and versions as new features are developed to report on quality issues.
The position requires a master’s degree, or foreign equivalent in Computer Science, Computer Engineering, Electrical Engineering, or closely related field, and 3 years of experience in software and network systems engineering. In the alternative, employer will accept a bachelor’s degree, or foreign equivalent, in Computer Science, Computer Engineering, Electrical Engineering, or closely related field, with 5 years of years of experience in software and network systems engineering. Experience must include the following, which may be gained concurrently:
3 years’ experience as Escalation/Staff Engineer facing engineers and customers
3 years’ experience with AppInternals (Riverbed SteelCentral AppInternals) APM software
3 years’ experience with Riverbed SteelCentral AppResponse NPM software
3 years’ experience with Software development using Python, building tools necessary for day to day operations of support
3 years’ experience with Salesforce CRM for case management, Asset Management, Knowledge base, reporting and dashboards
3 years’ experience with Inquira, Knowledge base system using Oracle to create knowledge-based articles for product suite
3 years’ experience with troubleshooting customer applications using AppInternal, AppResponse, and AppSQL
Valid through: 10/31/2021