Senior Advanced Support Engineer

About This Team:

The US Soil Technical Support Team provides top tier Product Technical Support to our Federal and Global customers that require US Based technical support.

US Based is defined as a documented US Citizen residing in the 48 CONUS (Continental US) States of the United States of America.

Our team works extensively with supporting Cloud Software Group technologies in complex Enterprise environments. A successful team member is a self-starter with a strong background in systems and/or network administration that brings experience designing, troubleshooting and supporting Enterprise deployments.

Some of our Public Sector customer environments have limited access for sharing logs or screens so our teams have to be active in reproducing customer issues with internal lab resources.

Job Description/Responsibilities:

• Our US Soil Advanced Technical Support Engineers will help resolve technically complex, mission critical or politically hot customer issues using networking packet level inspection tools (ex: Wireshark, TShark, TCPdump, NetworkMiner, SolarWinds Network Packet Sniffer...etc.) and other forensic log analysis

• Other expectations include the handling of critical Support cases for our Enterprise customer segment

• A successful team member drives and/or coordinates cross team and cross vendor communications to align resources that help resolve technical issues that span multiple products and vendors

• Help develop and execute automated or scripted customer simulations for troubleshooting

• Function as a technical SME resource during on-site engagements (when required - rarely)

• Develops and reviews advanced technical training for internal and external audiences across multiple products and/or components

• Weekend or Overnight shifts will be required for this role

Required Experience/Skills:

• In order to fulfill requirements of Federal contracts, candidates must be US Citizens physically residing in the 48 Continental United States.

• Associates of Computer Science, Networking degree or equivalent experience

• Working knowledge and familiarity of packet inspection tools and analyzers (ex: Wireshark, TShark, TCPdump, NetworkMiner, SolarWinds Network Packet Sniffer...etc.).

• 3+ year's hands-on troubleshooting experience with Netscaler or similar networking products

• A love and high skill level in networking with exposure to NetScaler or other relevant load balancing products (i.e. F5, Brocade, Juniper, Riverbed, Barracuda, etc.).

• Outstanding level of professional verbal and written communication that will translate well in a fast-paced business setting.

• Optional Experience/Skills:

• Additional languages

• Citrix certifications or industry equivalent certifications (Cisco) are a plus

This position will support a federal contract or offering that specifically requires both U.S. citizenship and residency in one of the 50 U.S. States or the District of Columbia to be eligible to work on the contract.

About Us:

Cloud Software Group is one of the world's largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done - from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please email us at AskHR@cloud.com for assistance.