Senior Network Escalation Engineer (TAC Support)

Senior Network Escalation Engineer

As a Senior Network Escalation Engineer, you will directly interact with customers and other functional groups within A10 Networks to troubleshoot, identify and resolve product, configuration or network related issues. You will capture and document details and events in the CRM application throughout the solution discovery process. Also, you will participate in bug verification process before a software patch code is released to the customers. You are the key resource to ensure customer satisfaction with A10’s products and services.

Job Description :

• Primary responsibility is to assist level 2 support engineering to manage, troubleshoot, and resolve highly complex networking problems
• Provide advanced configuration recommendation and assistance in customer deployments.
• Recreate reported issues in lab with customer’s configuration and topology.
• Work with development, QA, and hardware engineering teams to investigate and resolve software and hardware defects.
• Perform verification testing on customer reported defects.
• Analyze data traces and debugs using protocol analyzers to identify anomalies and determine solutions.
• Ensure customer’s reported issues are resolved to the client's satisfaction in a timely manner.
• Document chronicle events, troubleshooting steps and current status in the CRM tool.
• Create solutions and FAQs and drive improvement in software supportability features

Qualifications :

=================