82534P-Technical Support Engineer 4

Summary:

An Escalation Engineer to provide expert-level technical support for critical escalations, to identify product gaps and drive product improvements, and to provide technical trainings for the JTAC teams.

Responsibilities:

• Provide consultation on technical escalations and drive root cause corrective actions (RCCA)
• Problem replication, troubleshooting, and root cause isolation
• Produce knowledge in forms of KAs, Whitepapers, Troubleshooting Guides, and Technical Training
• Drive product supportability items that will improve product stability, functionality, and robustness
• Mentor/train JTAC Engineers
• Identify testing gaps and collaborate with QA team to drive root cause corrective actions (RCCA)
• Chair and participate in the weekly escalation meeting with PLM/Engineering/Field personnels/JTAC
• Produce and review Knowledge Assets (KA) and Technical Support Bulletins (TSB)

General Requirements:

• Technical Support Experience
• Knowledge of Networking Protocols and Products
• Capable of using Python, C, C++, and HTML languages to develop debugging scripting tools
• Exceptional verbal and written communication skills
• Capable of working with cross-functional teams
• Ability to work independently and troubleshoot complex problems