Position: Network/Escalation Engineer
Company: AllStars-IT
Experience required: 3y
English level: intermediate

◾️ WHAT WILL YOU DO
We are is looking for a stellar Network & Escalation Engineer to join our team.

As an Escalation Engineer, you will investigate, troubleshoot, reproduce complex field issues, and take ownership of the resolution of engineering issues as they arise across a number of production environments.

This will be the job for you if you like diving into tricky problems, finding workable solutions, and enjoy gaining a deep knowledge of the product you’re working on. Additionally, you will be working to improve the quality of our platform and product by designing and executing tests on different deployments. This position serves as a middle layer supporting our customers with quick and effective solutions while simultaneously interfacing with our development team to find the right fix for issues and provide valuable feedback to the team.

As Network Engineer or Test Engineer, you will be responsible for all testing on full compatibility TCP/UDP protocols with on-premises, virtual, and Cloud WAF. Verifying the correct implementation of modern protocols (HTTP, TLS primary). Performance and reliability testing according to NetSecOpen standards.

**Responsibilities:**
– Troubleshoot and reproduce complex field issues
– Guide clients through to issue resolution, including customer meetings, status reports, and updates
– Maintain escalation lab for common customer scenarios (HW, VM, and Cloud)
– Develop customer’s scenario testing flows, write test plans, execution, and analysis
– Participate in Beta testing with customers
– Identify, propose, and enforce escalation process improvements
– Be able to adopt new test technologies, tools, analysis and infrastructure
– Share field issues analysis and customer feedback to RnD
– Foster close interface with customers, Support, PM, and account teams

◾️ WHAT WE’LL EXPECT FROM YOU

– At least 3+ years Tier 2 Support with security or networking products - A MUST
– CCNA OR CCNP certification - A MUST
– Strong analytical, diagnostic, and problem-solving skills with ability to work independently - A MUST
– High level of English (written and spoken) and good customer relations experience - A MUST
– Experience in reproducing complex networking and HTTP/SSL scenarios in lab - A MUST
– Deep understanding of HTTP/SSL protocols, Networking, and Linux
– Wide view in different technologies as Cloud computing (AWS, Azure) , VMware, Performance Testing, DevOps Tools (Jenkins/Git), Docking
– Manual QA experience
– Knowledge of OWASP Top 10, Kali Linux, penetration testing experience & security certification
– Hands-on with hardware, VM, and Cloud platforms
– Basic scripting experience (Bash, Python)
– Optional travel to customer sites