Escalation Engineer

Posted: Tuesday, 29 July 2025
Valid Thru: Thursday, 28 August 2025
Index Requested on: 07/29/2025 07:31:13
Indexed on: 07/29/2025 07:31:13

Location: San Jose, CA, 95002, US

Industry: Advertising and Public Relations
Occupational Category: 13-0000.00 - Business and Financial Operations
Type of Employment: FULL_TIME

A10 Networks is hiring!

Description:

Escalation EngineerAs an Escalation Engineer, you will directly interact with customers and other functional groups within A10 Networks to troubleshoot, identify and resolve product, configuration or network related issues. You will capture and document details and events in the CRM application throughout the solution discovery process. Also you will participate in bug verification process before a software patch code is released to the customers. You are the key resource to ensure customer satisfaction with A10's products and services.

Key Responsibilities:
  • Serve as top tier escalation point for the most challenging L4-L7 traffic-related issues involving SSL, HTTP, and other application layer protocols
  • Take ownership of resolving complex product/feature issues that have been escalated from P2/P3 level engineers, ensuring timely and effective resolution
  • Collaborate closely with senior network engineers, development teams, and hardware engineers to resolve complex technical issues and validate software bugs or design gaps
  • Perform in-depth root cause analysis for critical product defects and work with engineering teams to recommend and implement corrective actions
  • Lead the resolution of performance bottlenecks, TCP retransmissions, session anomalies, and application layer conflicts, such as HTTP errors, redirect loops, and timeouts
  • Troubleshoot and resolve ACOS-related issues (ADC, CGN, TPS) across hybrid and multi-cloud environments (AWS, Azure, OCI, GCP), providing advanced technical solutions for deployment and integration challenges
  • Provide expert level guidance on application-layer security issues, including WAF, SSLi, and DDoS mitigation, working with security teams to analyze attacks and implement detection and mitigation strategies
  • Use tools like tcpdump, Wireshark, and traffic generation tools (e.g., Ixia, Spirent, Apache JMeter) for packet-level analysis and to simulate network traffic in troubleshooting scenarios
  • Reproduce complex customer environments in lab to simulate real-world scenarios, validate theories, and ensure software fixes are effective
  • Lead the creation and review internal technical documentation, knowledge base articles, FAQs, and troubleshooting playbooks
  • Contribute to the verification process of software patches and bug fixes before they are deployed
  • Provide mentorship and expert-level guidance to P2 and P3 engineers, helping them build advanced troubleshooting skills and grow their technical knowledge
  • Be available for on-call support working outside of normal working hours when necessary to resolve critical escalations or high-priority technical issues


Qualifications:
  • 8+ years of relevant experience in the networking, application delivery, or network security industry
  • Bachelor's or master's degree in computer science, engineering, or a related field, or equivalent practical experience
  • Advanced networking certifications (e.g., CCIE, CCNP, JNCIE, JNCIP, CKA) strongly preferred.
  • In-depth knowledge of Layer 2/3 protocols (e.g., VLANs, VRRP, OSPF, BGP, IS-IS, IPv4/6, ARP, RIP, NAT) and Layer 4 protocols (TCP, UDP)
  • Expertise in application protocols (e.g., HTTP, SSL, FTP, SMTP, RTSP, SIP, Diameter, DNS) and deep experience troubleshooting application-layer traffic
  • Strong proficiency in firewalls, network security, and Application Delivery Controllers (ADC/SLBs), with a focus on troubleshooting and optimizing performance
  • Proficiency in scripting languages such as C++, Python, or TCL for troubleshooting, automation, and product analysis
  • Experience with cloud environments (AWS, Azure, OCI, GCP) and containerized technologies (Docker, Kubernetes)
  • Expertise in using diagnostic tools like tcpdump, Wireshark, and other packet capture utilities for detailed analysis of network and application traffic
  • Experience with SIEM platforms, DDoS mitigation, and application-layer security tools, including WAF and SSLi
  • Strong leadership and mentoring skills, with a focus on elevating the technical capabilities of P2 and P3 engineers
  • Proven track record of resolving complex issues that other teams have escalated, ensuring timely and effective resolution
  • Exceptional troubleshooting and problem-solving skills, with a strong ability to analyze data, identify anomalies, and apply corrective actions
  • Willingness to work outside regular hours, including evenings and weekends, to resolve critical escalations
  • Previous experience in senior engineering, escalation, or technical support role is highly preferred
  • Strong communication skills and ability to document technical information clearly and concisely


A10 Networks is an equal opportunity employer and a VEVRAA federal subcontractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. A10 also complies with all applicable state and local laws governing nondiscrimination in employment.#LI-AN1

Compensation: up to $155K USD

Responsibilities:

Please review the job description.

Educational requirements:

  • high school

Desired Skills:

Please see the job description for required or recommended skills.

Benefits:

Please see the job description for benefits.

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