Onsite Escalation Support Resource - Fulltime / Contract - both

Job Description: Responsibilities: ● Reproducing customer issues escalated from support ● Interacting with customer support to gather sufficient information to reproduce customer problems. ● Identifying and fixing problems in released products ● Interacting with product development for assistance in fixing problems and ensuring fixes are included in future releases ● Creating test cases to verify fixes ● Building and testing patches ● Working with customers to tune their systems for improved performance ● Facilitate problem solving and collaboration within the team. ● Required knowledge, skills and abilities: ● Bachelor’s degree in Computer Science or equivalent experience ● 5+ years of experience in commercial software development or advanced degree. ● Strong troubleshooting and analytical skills ● Ability to work both independently and as part of a team ● Ability to learn new skills and apply them quickly ● Ability to understand legacy code to identify and fix problems ● Strong verbal and written communication skills ● 5+ years of programming experience with C/C++ ● 3+ years of experience with Perl or equivalent language ● Demonstrable proficiency in Linux system administration ● Demonstrable proficiency with Linux shell scripting languages ● Solid understanding of networking architecture such as routing/switching, IP, TCP/UDP, and application layers such as HTTP, SMTP, etc ● Knowledge of Network/Web Security protocols ( Firewall, IPSEC VPN, HTTPS, SSL, TLS, Web Proxies, Classification engines, ,Radius, LDAP, IPS, identity firewall ), Deep Packet Inspection, and (L4-L7 application protocols) ● Experience with Ethernet packet based analysis ● Experience with networking and security tools such as Snort, nmap, nessus, wireshark, tcpdump, and tcpreplay. ● Experience investigating core files using GNU debugger.

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