Technical Support Engineer

Technical Support Bengaluru, Karnataka


We at A10 Networks are looking for an experienced, talented, and motivated ‘Technical Support Engineer’ to help build our Technical Support and Customer Success for Cloud Application.

 

Primary Duties / Responsibilities:

      Technical support for A10 Cloud Product and Services, in Bangalore location

      Provide and Manage the 24/7 support operation, and guide and set example for support levels on building customer responses and knowledge base

      Flexible to work on US hours and weekends

      Troubleshoot, resolve, and document customer reported issues via phone and/or e-mail while utilizing following technologies:

      Unix flavors CentOS, RHEL, Ubuntu etc.

      Hypervisors VMWare ESXi and OpenStack

      Applications like Apache and Nginx

      Public Cloud like AWS and Azure

      Technologies like Kubernetes, Docker etc.

      Layer 4 Protocol and concepts like TCP & UDP

      Layer 4 Protocols and concepts like HTTP, SSL, DNS, DHCP etc.

      Analyze data traces using protocol analyzers to identify anomalies and provide solutions

      Recreate reported issues in the lab with customer’s configuration

      Work with escalation and sustained engineering teams to investigate and resolve software and configuration defects

      Perform patch verification related tasks on customer reported defects

      Individual contributor role reporting to Head – Cloud Operations.

 

You will need to exhibit passionate, self-driven, self-motivated mindset, and work with cross-functional team to define and successfully execute technical support and customer success.

 

Job Qualifications:

      4+ or 5 years of relevant technical support and customer interaction experience.

      BS/BE in CS or related engineering or equivalent field.

      Hands on experience with Linux, Cloud systems, APIs, Application and Database systems.

      Hands on experience on in-line systems like Load Balancers, Firewall, Traffic shaping systems running on Unix/Linux.

      Advanced trouble shooting skills and working closely with customers to resolve the problems with remote access and log analysis.

      Networking knowledge on TCP/IP, Routing and Switching.

      Excellent verbal and written communication skills, exhibiting fluency working with customers from different geography

      Process oriented and should have worked with ticketing system, escalation management and building knowledge base for technical support organization

      Open source enthusiast, with knowledge on open source tools and scripting is a plus

      Certification on Linux/Networking is a plus.

      Attention to details, openness to constructively critique and a great team player