[ALE-jobs] Technical Support Escalation Engineer

[Ed Cashin]

Hi, all.  I'm posting this job description for a friend.  The position
sounds like it's a lot more technically interesting than most support
positions.

If you're interested, here is the email address for you to contact:

  High Mobley <hmobley at redsealnetworks.com>


#  Technical Support Escalation Engineer

##  About You
+  Customers matter to you, and guiding them to success gives you a
personal sense of achievement.
+  You have a voracious appetite for technical knowledge, and prefer
independent learning with mentorship, but know when to ask for help.
+  Your work is important to you, so you take ownership of issues and
follow through in helping your customers be successful.
+  You are able to balance your drive to find the root cause with a
recognition that a timely solution for the customer comes first.
+  You work well with others, recognizing that your strengths combined
will help your customers and the team be successful.

## Job Description
+  See customer support cases through from start to finish.
+  Review network device config files, server logs, and RedSeal source
code (Java, XML) code to find root causes of customer issues.
+  Communicate requests for product code fixes to developers.
+  Maintain ongoing close relationship with premium support customers
to better serve their needs.
+  Assist with QA testing, having final say in approving new releases
of the product.
+  Help to maintain lab network used for testing and mocking up customer issues.


##  Skills & Experience
+  Experience working with customers, understanding their issues, and
working with them to resolve the issues
+  Require background in building or maintaining networks.  Should be
familiar with most of the following:
+  routers
+  firewalls
+  vulnerability scanners
+  load balancers
+  configuration management databases (CMDB)
+  The escalation engineer is not expected to write product code, but
will need to review the code to help find the root cause of customer
problems.
+  Some programming experience required, preferably with Java,
Javascript, and XML.
+  Other OOP(?) languages are acceptable as well.
+  Systems administration experience is a plus, especially *NIX, and
particularly Linux.
+  Practical network security experience is a strong benefit.
+  Ability to write scripts to utilize a web based API is helpful

-- 
  Ed Cashin <ecashin at noserose.net>