Responsible for developing, applying and maintaining quality standards for company products. Develop and execute software test plans. Analyze and write test standards and procedures. Debug software products through use of tests. Maintain documentation of test results to assist in debugging and modification of software. Analyze test results to ensure functionality and recommend corrective action. Provide direct support to internal and external customers via email, web and telephone in a fast paced support environment and provide an escalation point of contact for Support groups. Manage customer expectations, provide timely updates, troubleshoot & resolve complex technical issues, perform root-cause analysis and drive performance & process improvements. Take complete ownership of reported issues and own/manage them through to their completion. Coordinate problem resolution and product development efforts across multiple departments and disciplines. Develop an in-depth knowledge of the product, its functions and diagnostic capabilities. Work with complex network equipment and diagnostic tools to analyze and resolve customer issues. Use knowledge management tools to research and document problems and their resolutions. Use case management tools to document problems; provide updates (internally and to customers) and to record resolutions. Work as a team member with other Tier 2Technical Support Engineers and support personnel both in and outside the Support Group. Attend training and self-study to acquire, maintain and improve job skills. Develop and deliver New Product Training to Partners, Support team and other Tier 2 Technical Support Engineers. Provide feedback to engineering on product performance, stability, quality and supportability. Perform QA on new product features and functions prior to their release. Some travel to customer sites to diagnose and resolve issues. Employer will accept Bachelor’s * in Computer Science, Engineering or related technical field and 2 years of work experience in job offered or in a computer related occupation. *In lieu of Bachelor’s degree, employer will accept 2 years of experience. Position requires 2 years experience in the following: 1. Advanced technical support experience with the PacketShaper appliance, including problem resolution at the packet and protocol level. 2. architecting and troubleshooting network deployments for ProxySG and PacketShaper appliances, and for the Blue Coat (now Symantec) Cloud security service or competitor equivalent. 3. TCP/IP, HTTP and SSL at the packet/protocol level, and how the PacketShaper appliance controls applies QoS therein. 4. Protocols including: FTP, ICAP, DNS, SNMP, syslog, SMTP, CIFS, MAPI, authentication protocols (LDAP, RADIUS, TACACS, NTLM) 5. Analyzing packet traces of the above protocols utilizing tools like Wireshark and TCPdump, demonstrating a capability to troubleshoot and resolve ProxySG and PacketShaper implementations of those protocols as applicable. 6. Problem replication, leveraging traffic generation with TCP replay and scripting. 7. Log and statistical analysis using Python, Perl and shell scripts. 8. Analysis, troubleshooting and Customer Service skills. 9. Authoring skills to document behavior, resolution and workarounds. 10. Experience using Linux/UNIX based operating systems. 11. Experience configuring and operating enterprise network monitoring systems. 12. Experience building PacketShaper managed test network topologies in a lab environment to replicate customer issues. 13. Experience constructing programmatic mechanisms for the classification of applications, based on traffic examples. 14. Experience setting own work priorities while concurrently working on multiple issues with multiple customers.