Sr. Support Eng (Eng/Ops point of escalation) needed, Palo Alto

Send your resume to [email protected]!

***************
Location: Palo Alto, CA 
Job Category: Sr. Support Engineer		
Job Type: Full-time
Reports to:  VP Engineering
 
Job Description & Responsibilities:
The Sr. Support Engineer is liaises with Netli’s
Network Operations Group, Netli’s Sales Team and
customer’s operations teams to provide timely
resolution of complex customer issues and requests. 

You possess in-depth knowledge of how the internet
works, technical knowledge of all internet protocols,
web architectures is essential for this support work,
as well as high energy level, support and/or product
development experiences, extremely thorough
troubleshooting skills, and solid communication
skills.  You’ll acquire a deep understand all
technical aspects of Netli’s products, intimately
involved in how Netli Service works to provide the ADN
service as well as be exposed to the business side.

Netli’s products leverage proprietary protocol
software and best-of-breed third party technology to
provide unparalleled acceleration ADN service. Netli’s
network is comprised of several hundred hosts in over
30 global locations. At Netli, you'll leverage your
problem-solving capabilities, computer-science
knowledge, and domain area expertise to help us
deliver an innovative service platform that re-thinks
the fundamental Internet protocol assumptions driving
Internet performance.  You'll be working with some of
the best and the brightest. Best of all, you will be
working in a small, high-powered team with impact for
all of Netli's technologies.  Are you ready for the
challenge? 

Responsibilities:
•	Serve as primary escalation point to Netli’s
Operations Team in troubleshooting and resolving
Netli’s service as well as network problems
•	Work independently with the technical teams of
Netli’s customers on both pre- and post sales
technical issues. Investigation of technical issues
may involve complex data analysis from Netli’s
distributed network and in depth examination of the
interaction between Netli’s and the customer's origin
infrastructure. 
•	Participate in the on call rotation for 24x7 global
support (involves occasional weekend or after hours
support)
•	Provide support to Operations Support Tools and
scripting support for NetliView, a reporting service
based on Mercury Interactive Topaz Performance
Management Tool.
•	Define requirements and/or code software and tools
to automate technical troubleshooting tasks to
optimize efficiency for issue resolution 

Requirements:
•	In depth knowledge of all core Internet protocols
(specifically HTTP(S), DNS, TCP, ICMP)
•	Significant programming experience (C, Perl/shell
scripting preferable)
•	System and/or network administration experience
(UNIX/Linux hosts)
•	Knowledge in configuring web servers (Apache, IIS)
and the infrastructure necessary to support a dynamic
website (load balancers, proxy servers, application
servers, connecting to databases, etc) 
•	Demonstrated ability to understand a complex
distributed software system with sufficient depth to
troubleshoot highly technical, time sensitive issues
•	At least 5-7 years of experience in software
development and/or customer support


Nice to Have:
•	Bachelors in Computer Science/Engineering or
relevant engineering/science fields from a top
academic institution. Masters or higher degree
preferred
•	In depth knowledge of troubleshooting web protocols
using tcpdump or other packet analysis tools
•	Hands on experience in Mercury Topaz tool and its
components (e.g. VUGen, Admin Center, Topaz
Web-Portal).


Company Description:
Please visit www.netli.com for company information. 

Contacting Netli
Please contact Petra Pino via [email protected]; fax at
650.845.5520; or telephone at 650.331.5020.
 
Principals only; no agencies, please.  


=====
I Tell You: One must still have chaos in one to give birth to a
dancing star!  -Nietzsche


	
		
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