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Global Escalation Engineer

Company: Pulse Secure
Location: San Jose
Posted on: May 19, 2019

Job Description:

Overview

Pulse Secure is looking for a top-notch Customer Success Escalation Engineer for the Customer Success Team who is very technical and can work directly with customers.

This is a rare opportunity where you can work with a very seasoned top talented customer success team to make a huge impact in delighting customers.



What You Would Do





  • Provide technical guidance and best practices as the subject matter expert in our products.

  • Create tools for the customer success team.

  • Diagnose, troubleshoot and replicate customer issues, research and identify solutions to them.

  • Effectively communicate on a peer level with IT professionals within customer accounts to quickly and accurately recommend and communicate solution strategies.



  • Ensure proper recording of customer reported problems and maintaining status of problem and problem resolution in case problem report tracking system.
  • Actively participate and proactively document customer questions, issues, resolutions, and specific implementation scenarios in the knowledge database, and tech pub forum.

  • Effectively document and communicate customer questions, issues, and requirements to support management, product management and development.

  • Participate in the technical review process for new product launches.




    We Bring Cakes, You Ice It Up By:



    • Curious and a self-starter - when you hit an obstacle you research and investigate until you solve it.

    • A strong engineer - you've been in our customers' shoes before and can anticipate their challenges and needs.

    • Highly organized - you can calmly juggle multiple tasks and priorities and keep all the relevant people and systems updated as you go along.



    • A team-player - you'll need to be able to leverage entire customer success team and work with other cross-functional teams as needed and keep everyone informed.

    • Comfortable talking and conduct a virtual meeting with customers.

    • Able to communicate complex ideas, concepts and technology.

    • Strong knowledge of Linux/Unix troubleshooting skills, experience with tools such as strace, wireshark, gdb.
    • Advanced knowledge of analyzing sniffer traces and able to resolve various Layer 7 issues.



    • Strong network troubleshooting skills with the deep understanding of TCP/IP, subnetting, routing,--VLANs,--and protocols including HTTP1/2, DNS, SNMP, FTP.
    • A--thorough knowledge of LAN/WAN networking architecture, Load Balancers, WAN Optimization with relevant work experience.

    • Working Knowledge of Security Technologies and Protocols: Firewall, TLS/SSL, SSH, WAF.



    • Knowledge of Enterprise Apps and Enterprise Security: SAML/SSO, IPSEC, PKI, traditional overlay VPN technologies.
    • Experience with virtualization and hypervisors: VMware vSphere, MS HyperV, KVM.

    • Experience with cloud computing vendors: AWS, Azure, Google Cloud.

    • Advance knowledge in scripting languages: Perl, Python, REST & SOAP APIs.



    • Great passion for improving customer experience and in delighting customers by helping them meet their desired outcomes, easily.
    • Supporting experience of Brocade Virtual Traffic Manager.

    • Strong project management skills.

    • Knowledge in programming language: C/C++, Java, JavaScript, HTML5.

    • Experience with containers/orchestration: Docker, LXC, OpenStack, Terraform.

    • Knowledge of other protocols including BGP, OSPF, Radius, LDAP, SIP.

    • Experience working with JIRA, Salesforce CRM.






Keywords: Pulse Secure, San Jose , Global Escalation Engineer, Engineering , San Jose, California

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