Escalation Engineer - SteelConnect

Senior level • Full-time • On-site • Cluj-Napoca
HDRB016
805

Job Summary

Our partner is a market leader recognized for delivering solutions that support our customer in their journey into Digital Transformation. We pioneered WAN Optimization with SteelHead and have led the market we created for all of the past 12 years. Today, we have over 28,000 customers, including 97% of the Fortune 100 and 98% of the Forbes Global 100. With our Application Performance Platform, we provide integrated solutions for the interrelated challenges of hybrid enterprises in the cloud era. Our solutions for SD-WAN, for visibility across the hybrid enterprise, and for software-defining the edge enable companies to deploy and manage network services, applications, monitoring capabilities, and branch IT as intuitively as downloading apps onto your smart phone and as instantly as spinning up compute and storage resources into a public cloud.

Our partner is a pre-IPO opportunity with over $1 billion in revenue headquartered in San Francisco with branch offices around the globe.

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Qualifications:

  • At least five years’ experience in enterprise technical support role, preferably with a networking technology company
  • Strong technical and problem-solving skills
  • Excellent clients handling skills
  • Excellent verbal and written communication skills
  • Fast self-learning and independent
  • Ability to handle stress and work under pressure
  • BS degree in Information Technology, Computer Science or equivalent

Work Responsibilities:

  • Provide remote support to customers via phone, web, and email
  • Take ownership of customer issues and handle problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Prioritize and managing open escalation cases
  • Provide accurate and prompt updates to customers
  • Manage technical escalations and participate in conference calls
  • Some weekend coverage as required
  • Participate in cross regional/functional swarming support model
  • Document knowledge in the form of knowledge base articles

Skills Requirements

  • Understanding of WAN technologies, bandwidth, latency and how bandwidth and latency restrictions affect application performance
  • Experience reading and understanding packet captures using Sniffer, Ethereal/Wireshark, Cascade Pilot, AppTransaction or similar tools
  • In depth knowledge and understanding of packet flow and TCP session establishment and understanding of Microsoft and other application behaviour at the network layer
  • Experience with general routing/switching protocols, policy based routing, spanning‐tree, VLANs and VLAN trunking, wireless technologies
  • Experience with virtualization technologies – eg VMWare, KVM, Hyper-V
  • Experience with Cloud technologies – eg AWS, Azure
  • Experience with any of the following: QoS, Netflow, NAT, SSL, HTTP, CIFS, MAPI, NFS, Firewalls and RAID
  • Strong UNIX/Linux/MS, scripting is a plus
  • Cisco CCNP or CCIE is highly preferred

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