Senior Systems Engineer Escalation Support Networking

Roles and Responsibilities:

• This position will provide escalation support via the telephone web or at the customer site with specific data centricobjectivesbased off product responsibilities.
• The candidate must be able to take ownership in driving and solving customer technical product issues with urgency and effectivelyoperateindependently and collaborate with team members as the situation requires.
• Go beyond documentation creation to include reviewingvalidating and approving knowledgearticlesto ensure accuracy and alignment with evolving products and aid in knowledge sharing for both internal and external audiences.
• Provide customer perspective cross functionally across internal teams including Executivelevel.Expandscope beyond individual case resolution to include driving systemic crossfunctional improvements across Support Engineering Product Sales and Success.
• Complete training deliverables on a quarterly basis to ensure you are up to speed on the latest feature and technology enhancements.
• The candidate must be passionate about solving customer technical product issues with a constant drive for technical knowledge and growth.
• Act as a mentor supporting Support engineers through coaching and enablement.
• Use data and insight to deduce a situation make informeddecisionsand provide recommendations for improvement.
• The ideal candidate must be able to excel in a fast-paced environment to manage multiple customer issues/projects simultaneously provide quick yet thorough responses and meet aggressive deadlines.
• Focusing on our Revenue Edge portfolio this position will be working with our Cloud and Cloud-Connected Wi-Fi Premises equipment.
• Working withcutting edgehardware and software by supporting our Early Adopter customers for new products and services

Qualifications and Skills:

• We areseekingan extremely self-motivated autonomous individual with a proventrack recordin providinga high levelof technical support.
• 8 years of technical support and/or escalation support experience with background in Networking or Software Applications.
• Strong troubleshooting and problem-solving skills area must.
• Ability to use data and insight to explain a situation and make informed decisions and recommendations for improvement.
• This role requires an engineer who is relentlessly customer-centric a problem-solver and a strong collaborator.
• Strong cultural fit valuing teamwork shared success while constantly striving to better yourself for the collective impact to the team.
• Exceptional oral & written communications skills with ability to be concise and effective.
• Measured and mature presentation skills suitable for Executive level conversations.
• Strong interpersonal skills are crucial including self-awareness and relationship building/maintenance.
• Strong technical account management customerserviceand project management skills.
• Strong initiative being a self-starter is key for success in this role.
• Constantlyseekingto learn more technically and professionally and coachable with a passion for knowledge.
• BS/MS EE CS or equivalent experience.
• Focus/Interest on Cloud-based technology client/server architecture with remotely connected devices.
• Working knowledge and understanding of XML SOAP REST HTTP STUN NAT JSON SQL.
• Working knowledge and understanding of TCP/IP L2 switching L3 routing VLANs QoS/DSCP.
• Solid understanding of 802.11 DHCP DHCPv6 IPv4 IPv6 VoIP DNS FirewallsNetflowIPFix SNMP IGMP & IPTV Scripting (Python / Bash / PHP / Perl / CGI) Linux.
• Strongexpertisein RESTful APIs (OpenAPI-based) authentication (OAuth2/Bearer tokens) API Gateway concepts (rate limiting quotas) and advanced troubleshooting of HTTP errors payloads and end-to-end request flows along with hands-on experience using Postman for automation collections and validation.