Posted 3 months ago by

WSS Escalation Manager

Mountain View, CA, United States
Employment: Full Time Experience: Senior

Symantec is looking for a self-motivated software engineer to join our Web Security Service organization. As the team that is responsible for data-path services in WSS, we are continuously expanding our feature sets and improving our infrastructures. Being a member of the WSS data-path team, you will have the opportunity to join us on this challenging endeavor and become a key contributor.

The focus on the candidate will be on managing WSS escalations through different engineering phases of triaging, technical investigation until resolution, across all WSS components. These problems would have worked their way through an escalation process and the WSS Escalation engineer will need to develop a strong understanding of the solutionproducts to make sure the correct data has been collected and available for further engineering analysis.The responsibilities of the candidate also include the following:

The candidate will work closely with Support/PSS and Operation/NOC to gather data as needed and review, try to reproduce the issues, ensure that issues are worked on with appropriate priority and investigations progress until resolution.

He/she will communicate with all engineering groups, development and QA teams until resolution. The resolutions may be in the form of proposing configuration changes, software code fixes, or incremental feature enhancements.

The candidate will write customer facing RCAs (root cause analysis). The successful candidate will be a creative problem solver who enjoys working on challenging issues and is in interested in continuously learning new technologies and protocols.

Technical Skills
  • BS in Computer Science or other technical field
  • Knowledge in applying best practices of software engineering methodologies
  • Knowledge of networking, HTTP and other network related application protocols
  • Excellent communication and organizational skills, both written and verbal
  • Ability to work well with developers, test engineers and non-engineering personnel
  • 5 years of experience in the major areas of the software development lifecycles
  • 3+ years of software project release
  • Experience with Perforce, Bugzilla, Jira a plus
    Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.

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