Senior Escalation EngineerJob Description

Standing at the critical junction between your network and your applications,

A10 Networks is a leader in secure application services, ensuring optimal application performance across on-prem and on cloud. As a Senior Escalation Engineer, you will be crucial in resolving complex network and application issues, enhancing customer satisfaction, and contributing to the development of our products.

Responsibilities:

Support L2 support engineering by addressing issues, troubleshooting, and resolving complex networking issues.Diagnose and resolve complex product/feature issues reported by customers and internal teams.Collaborate with development, quality assurance, and hardware teams to ensure seamless product updates and enhancements.Perform root cause analysis for product defects and implement corrective actions.Develop and maintain tools and scripts to improve product monitoring and troubleshooting.Participate in the bug verification process before software patches are released to customers.Recreate reported issues in the lab using customer configurations and topologies.Analyze data traces and debug protocols to identify anomalies and determine solutions.Document troubleshooting steps, solutions, and current statuses in the CRM tool.Provide technical guidance and training to level 2 support engineers.Contribute to the creation of technical documentation, FAQs, and knowledge base articles.

Qualifications:

12+ years of experience in the data networking industry.BS/MS in a computer-related field or equivalent work experience.Advanced networking certifications preferred (e.g., CCIE, CCNP, JNCIE, JNCIP).In-depth knowledge and experience with Layer-2/3 protocols (e.g., VLANs, VRRP, OSPF, BGP, ISIS, IPv4/6, ARP, RIP, NAT) and Layer-4 protocols (TCP, UDP).Thorough understanding of application protocols (e.g., HTTP, SSL, FTP, SMTP, RTSP, SIP, Diameter, DNS).Experience with firewalls, network security, and Application Delivery Switches (Server Load Balancers) preferred.Proficiency in C++, TCL, Python scripting.Cloud experience with AWS, Azure is a plus.Containers and Kubernetes experience is desirable.Strong analytical, troubleshooting, and problem-solving skills.Demonstrated strong leadership skills.Previous escalation or senior engineer experience preferred.Willingness to be on call periodically and work outside normal working hours (evenings and weekends).Experience supporting direct customers, resellers, and field personnel in resolving product-related issues.Contribution to technical documentation/knowledge base for internal and/or external use.

A10 Networks is an equal opportunity employer and a VEVRAA federal subcontractor.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.  A10 also complies with all applicable state and local laws governing nondiscrimination in employment.#LI-AN1