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Software Engineer Support/Customer Engineering AppDynamics

4 months ago

Richardson, United States Cisco Full time

Who You'll Work With

The Support Engineering team is responsible for coming up with solutions to help empower our customers in solving their application software and infrastructure monitoring requirements. You may be given tasks in helping customers who report problems by either providing them solutions without requiring any code changes or in reporting/addressing product shortcomings, documenting/sharing best strategies, and keeping up to date with the technology landscape/how our customers detect and share needs are evolving. Being flexible, a quick non-traditional problem solver, decisive in the face of ambiguity, and able to wear several hats ranging from technology specialist to being an advocate for customers are qualities crucial for success in this role. What You'll Do

Day to day, you will : Be responsible for troubleshooting sophisticated multi-tiered applications in various Java/J2EE frameworks Provide phone/email/Webex consultation to troubleshoot, debug, and solve customer problems of high complexity Own and manage high severity issues from a technical standpoint without assistance Understand the problems reported by customers and reproduce locally in the lab Investigate and provide workarounds as applicable Participate in side-projects seeking to improve usability, supportability, and quality of AppDynamics Actively contribute to the Knowledge Base, and help identify gaps in the Knowledge Base for the product Continually learn and expand your knowledge of AppDynamics and its integrations Take escalations from other team and help resolve the problem Collaborate with other departments, such as Product Engineering/Sales/SRE/Customer Success teams as required Contribute to management initiatives there by improving our KPIs Who You Are

Minimum Requirements US citizen 2 days per week onsite in RTP, NC or Richardson,TX Bachelor of Science Degree in Information Technology or Computer Science or related Around 2 years of Technical Support/ Software Development, in-depth technical troubleshooting, debugging and software maintenance experience required Solid computer science fundamentals - algorithms/data structures/algorithm complexity analysis are essential Solid programming background in an object-oriented programming language is essential Excellent debugging skills for application servers like Glassfish and JVM performance-related issues including an understanding of the JVMs memory management, especially pertinent to garbage collection Having knowledge of thread dumps and heap dump analysis will be good to have Must have a solid grasp on Unix/Linux including but not limited to commonly used commands, networking troubleshooting network connectivity using tools like TCP dump/Wireshark, shell scripting (Bash, Korn, etc.) familiarity, file systems understanding, basic system performance commands, etc. Intermediate to advanced level familiarity with SQL and PL/SQL Having knowledge of SAML/LDAP basics preferred Understanding of virtualization technology like hypervisors and containerization Superior troubleshooting skills and demonstrated ability to quickly resolve complex technical issues specifically involving any or all of the below aspects: Logging, Networking and Monitoring Superior verbal and writing skills and demonstrated ability to articulate complex concepts Exceptionally high attention to detail and demonstrated ability to deliver extremely high-quality knowledge to our customers Experience reviewing the logs in Splunk Understanding of Cloud Computing concepts Why Cisco? #WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it's not what we make but what we make happen which marks us out. We're helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We're helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise. We tackle whatever challenges come our way. We have each other's backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that). We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we're committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions. So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us #WeAreCisco

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