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
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