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AppD Software Support Engineer

Company: Cisco
Location: Richardson
Posted on: March 12, 2023

Job Description:

Who do you 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 practices, keeping abreast of the technology landscape/how our customers monitor needs are evolving, etc.
  • Being flexible, a quick unorthodox thinker, decisive in the face of ambiguity, and able to wear multiple hats ranging from technology guru to being an advocate for customers are qualities essential for success in this role.

    Who you are

    • Bachelor of Science Degree in Information Technology or Computer Science or related.
    • 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 would be added advantage.
    • 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
      About the Responsibilities:

      • You will be responsible for troubleshooting complex multi-tiered applications in variousJava / 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 aiming at improving 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.
        We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

        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 travelling 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 size 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 recognise our accomplishment s, 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


        Message to applicants applying to work in the U.S.:

        When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

        U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

        Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Keywords: Cisco, Richardson , AppD Software Support Engineer, IT / Software / Systems , Richardson, Texas

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