Cisco Software Engineer Support/Customer Engineering AppDynamics 

United States, North Carolina, Cary 

994509839

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.

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

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

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).