Expert Network Engineer with Advanced Escalation Skills
hace 9 horas
About Cloud Software Group
Cloud Software Group is a global leader in cloud software, serving over 100 million users worldwide.
We value diverse perspectives, varied experiences, and courage to take risks. Our teams are encouraged to learn, dream, and build the future of work.
As we embark on a new era of growth, we need experts like you to drive our success.
Job Overview:Our team is seeking an experienced Sr Escalation Engineer to provide exceptional customer service experience by problem identification and resolution on NetScaler.
The ideal candidate will possess strong critical thinking and problem resolution skills, with a solid understanding of Linux operation system, load balancing, routing, switching, VLAN, firewall, VPN, and common protocols.
Key Responsibilities:- Independently defuse sophisticated customer situations using effective communication planning and follow-through.
- Resolve technically complex, critically important, or politically hot customer issues.
- Act as a technical interface between customers and 3rd Level Engineering/Product Development.
- Collaborate with other teams to write and review complex technical articles and case studies for the knowledge base.
- Participate in a 24x7 on-call rotation and contribute to projects as a collaborator or sub-team leader.
- 5+ years of experience in a Tech Support environment, including 2-3 years in an Escalation-level team.
- Strong written and verbal communication skills.
- Practical understanding of the OSI model and Linux operation system.
- Solid understanding of networking concepts, including load balancing, routing, switching, VLAN, firewall, VPN, and common protocols.
- CCNP, Certificate of MCSE or CCIE.
- Experience with AWS, Azure, and other cloud solution providers.
- Shell, Python, or Perl Scripting languages.
- Firewall/DMZ configuration.
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