Network Support Engineer


Depends on Experience
Full Time


Network Support
CRM applications
Incident Response Management
OS / X
Root Cause Analysis
system administration
problem solving
Product Management
Customer Support

Job Details

Our Client is looking for a Network Support Engineer. Kindly find the detailed job description below. If interested, do reply back with your updated word format resume and contact info.

Position Title: Network Support Engineer

Location: Austin, Texas (On-Site in Hybrid role: 2-3 days onsite)

Duration: Full-Time

Position Summary:

We are seeking a tech savvy and customer centric Level 3 Support Engineer who has a knack for problem solving to join our SaaS organization in North America. The SaaS L3 Support engineer is the uppermost level of our support team, providing technical expertise and ultimate accountability for resolving the most difficult problems and issues that arise. L3 also owns the follow up and follow through for all escalated issues including Root Cause Analysis, Knowledge Base Documentation and Preventative Testing measures, if applicable. This position s product coverage will include our exciting and award winning DX platform product suite and applications derived from it. This job reports to the Director, SaaS Operations.

Key Responsibilities:

Responsible for resolving DX Product issues before escalation to Engineering

Incident Response Management

Ensure Serviceability, Supportability and Deployability are part of the Product Management build requirements of DX Products requirements

Write and publish Knowledge Base articles for advanced support processes, procedures and issue resolutions

Engage with Dev/Ops teams to suggest additional test automation scenarios to prevent similar issues from making it into production in the future

Responsible for all JIRA ticket tracking and resolution for assigned Products/Services

Liaise with Product Management regarding UI/UX, New Feature and Bug Fix requests

Train L1/L2 Support teams on developed processes and procedures

Participate in release readiness testing

Coordinate with Regional Service Centers to dispatch onsite resources as needed for advanced troubleshooting exercises

Monitoring, Review, Revisions and Report outs on Product SLA and KPI metrics

Participate in New Solution integration, implementations and deployment support requirements

Coordinate with Training team to revise and update training material in response to customer and partner feedback and usage issues.

Qualification Requirements:

  • Bachelor s degree in computer science
  • 3+ years of experience in customer-facing support, software services, and/or system administration for a large end-user community
  • Team player and self-starter with minimal supervision
  • Ability to effectively communicate with others, both verbally and in writing
  • Understanding of operating systems (e.g. Linux, OS/X, and/or Windows)
  • Experience troubleshooting on Java or Cloud-based applications
  • Experience in handling critical customer issues
  • Lead critical aspects of our technology operations in areas including Production, deployment process automation, monitoring, and security
  • IoT device and hub experience
  • Understanding of networks and relevant technologies, including proxies, load balancers, LDAP, Active Directory, SSL, etc
  • Experience with Cosmos, MongoDB and other SQL databases
  • Experience with the following: Azure, AWS, Kubernetes, Docker, Terraform
  • Scripting in the language of choice
  • Background in System Engineering or administration
  • Experience analyzing Java thread dumps, heap dumps, logs, etc.
  • Experience analyzing network traces using tcpdump or tools such as Wireshark
  • Experience utilizing and administering CRM applications such as Zendesk and
  • Experience working in Jira, Atlassian, Confluence

We are an equal opportunity employer