Principal Escalation Engineer – Networking (NetScaler)

About The Team

The Networking Escalation team operates at the highest tier of technical support resolving the most complex and business-critical customer issues across NetScaler and application delivery solutions. We work closely with Product Engineering field teams and strategic customers to ensure platform stability performance and continuous improvement. Our team plays a key role in protecting customer trust and influencing product direction.

About the Role

As a Principal Escalation Engineer you will operate as a recognized expert within the organization driving resolution of critical customer issues while shaping support strategy processes and product improvements. This role combines deep technical expertise strategic thinking and cross-functional leadership with direct impact on customer success and business outcomes.

Key Responsibilities

Lead resolution of complex high-impact and often undefined technical issues affecting enterprise customers including high-visibility and executive-level escalations

Conduct deep technical investigations to identify root causes across systems networks and product layers where information may be incomplete or ambiguous

Act as a strategic interface between Support and Engineering influencing product improvements bug prioritization and long-term fixes

Provide measurable input into product process and operational improvements contributing to the achievement of broader organizational goals

Establish and drive operational plans and initiatives within the escalation function with short- to mid-term impact (12 years)

Lead or contribute to large cross-functional projects focused on improving customer experience supportability and product quality

Influence stakeholders across functions and levels including executive leadership to adopt new approaches solutions and best practices

Mentor coach and provide technical leadership to engineers across the organization elevating overall capability in troubleshooting and escalation management

Develop and review advanced technical documentation knowledge base content and training materials

Participate in a 24x7 escalation and on-call rotation

Required Experience & Skills

Recognized expert in networking and application delivery technologies including strong knowledge of routing switching load balancing firewalls and security concepts (e.g. WAF)

Deep understanding of core protocols (TCP/IP DNS DHCP NAT SSL/TLS) and distributed systems troubleshooting

Strong experience with Linux systems and low-level debugging techniques

Proven ability to solve complex undefined problems through structured analysis reasoning and investigation

Demonstrated experience influencing product direction operational improvements or strategic initiatives

Strong communication skills with the ability to engage effectively with customers cross-functional teams and executive stakeholders

Experience mentoring and developing engineers across teams

Scripting or automation skills (Python Shell or similar) to enhance troubleshooting and efficiency

Experience & Qualifications

Typically requires 10 years of relevant experience or equivalent combination of education and experience (e.g. Masters with 8 years PhD with 5 years)

Bachelors degree in Computer Science Engineering or related field (or equivalent practical experience)

Proven experience in escalation support or advanced technical roles within enterprise environments

Industry certifications (e.g. CCNA CCNP CCIE) are a strong plus

Optional Skills

Proficiency in additional languages supporting global customers and high-visibility escalations

Experience with NetScaler (ADC) ADM or similar technologies in large-scale production environments

Why Join Us

Work on mission-critical systems used by leading enterprises worldwide

Play a strategic high-impact role influencing both customer success and product evolution

Collaborate with expert teams across Support Engineering and Product

Opportunities for continued technical

About Us:

Cloud Software Group is one of the worlds largest cloud solution providers serving more than 100 million users around the globe. When you join Cloud Software Group you are making a difference for real people each of whom count on our suite of cloud-based products to get work done from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn dream and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age race color creed sex or gender sexual orientation gender identity gender expression ethnicity national origin ancestry citizenship religion genetic carrier status disability pregnancy childbirth or related medical conditions (including lactation status) marital status military service protected veteran status political activity or affiliation taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process please contact us via the Bridge portal for assistance.