الوصف الوظيفي
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
