Location: Downtown S.F.
All applicants must apply through the following web link: https://home.eease.com/recruit/?id=546105.
SUMMARY
Network security is one of the most exciting sectors of the information technology industry. We have an opportunity for you to lend your expertise to help enterprise customers use nCircle products effectively across their global infrastructures.
If you have a desire to work in a fast moving environment, to be a part of team of leading edge engineers who provide world class solutions to our customers, this is the place for you.
GENERAL OVERVIEW
The Senior Software Engineer, Escalation Engineering brings their deep technical knowledge to the challenge of supporting enterprise customers in their use of nCircle's world-class security and compliance products. They will work independently to handle customer escalations from Customer Support that require technical depth, diagnosing the issues, reproducing them in the lab, and digging into the codebase to identify the issue, provide a workaround or submit a patch to product engineering.
The successful candidate must be able to work with support engineers and customers to ensure that issues are being handled quickly and effectively. This person should also have excellent verbal and written communications skills and a strong analytical mind.
Our ideal candidate has a strong networking background, preferably with work experience in network security or network administration.
SPECIFIC RESPONSIBILITIES
• Handle escalated customer issues in an efficient and professional manner
• Investigate issues on customer production systems
• Diagnose issues, provide workarounds or patches
• Identify areas of the product that need improvement and work with QA and product engineers to plan improvements
• Develop tools to more efficiently support customers and train Customer Support engineers on their usage
• Up to 20% travel to customer sites to address issues
REQUIRED SKILLS AND EXPERIENCE:
• BS or equivalent experience
• 4+ years experience in software engineering, preferably for an enterprise software product or service
• Strong programming skills in C/C++, Python and Perl
• Knowledge of Unix administration, preferably Linux
• TCP/IP, networking knowledge and troubleshooting
• Experience with PostgreSQL a plus
• Experience with IPv6 a plus
• Experience with security tools a plus
• Team player with excellent verbal and written communication skills
nCircle offers a dynamic yet casual and fun work environment with corporate offices in the heart of downtown San Francisco. We recognize that our employees are the key to our future as evidenced by our selection as one of the Greater Bay Area's 'Best Places to Work' by the San Francisco Business Times. We offer a unique environment where your ideas are always appreciated and your contributions make an important difference. Because of this philosophy, we offer competitive compensation packages, top-notch benefits as well as stock options to every employee. All of our employees enjoy the ability to make an immediate impact, learn new technologies, and partake in a high-energy, vibrant working environment with extremely accomplished people.
Please send your resume with a cover letter describing your experiences to: https://home.eease.com/recruit/?id=546105.
We are an equal opportunity employer. Local candidates and principals only, please.
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