Deepfield Technical Operations Engineer

hace 2 semanas

Madrid, España NOKIA A tiempo completo

**Join us in creating the technology that helps the world act together**

We are a B2B technology innovation leader pioneering the future where networks meet cloud. At Nokia you will have a positive impact on people’s lives and help build the capabilities needed for a more productive, sustainable, and accessible world.

Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.

**The team you'll be part of**

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

Deepfield is a Nokia-owned company that builds the analytic and security solutions that monitor and defend over 90% of internet backbone networks. We produce cutting-edge research at the intersection of data science, visualization, and network analytics, and we create, deploy, and maintain the largest global network analytics platform. Join us and help us advance state-of-the-art network intelligence.

The Technical Operations (Tech Ops) team is a global team of technical experts that help our customers optimize and support Deepfield. Tech Ops engineers troubleshoot issues on the Deepfield platform, analyze complex big data analytics and DDoS attacks samples from our DDoS Library. Tech Ops engineers provide top of class resolution to customer issues and design the most effective set of optimizations and countermeasures available.

**What you will learn and contribute to**

As part of the Tech Ops team, you will be part of the organization that maintains the biggest and most detailed Analytics and DDoS Library of the internet. You will learn how to use big data analytics to help customers optimize their networks and protect themselves from DDoS attacks.

Are you passionate about solving problems? As part of our team, you will:

- Provide use case driven support to customers using all Deepfield Applications (Cloud Intelligence, Subscriber Intelligence, Operational Intelligence, Defender DDoS)
- Deliver Analytics optimization and evolved solutions to customers
- Deliver Defender DDoS detection and mitigation solutions to customers
- Analyze client and global internet big data and DDoS traffic patterns, as well as networks, reporting on lessons learned and fundamentals
- Triage escalated customer issues and attacks
- Take ownership of support tickets, manage and drive to resolution
- Communicate often and clearly to customers with updates on ticket status, deployment status, and open issues
- Work closely with R&D to manage escalation of customer issues that require development team engagement and support
- Assist with writing and updating technical documentation
- Participate in 24x7 one week on call rotation approximately every 6 weeks
- Work alongside industry leaders in Network Analytics and Security

**Your skills and experience**

The ability for the Technical Operations engineer to go deep into technical questions, as well as having solid problem-solving skills are extremely important. Knowledge of Customer Support process and Customer escalation support is required. Experience with TCP/IP, Routing and Switching, and network management and support is required. A sense of ownership, initiative and responsibility is essential for this role.

You have:

- Bachelor’s Degree in Electrical or Computer Engineering / Computer Science, or equivalent related experience in a technical field.
- Minimum 5-years of Linux system Engineering
- Minimum 1-year hands on routing/switching/network experience
- Network protocols, such as TCP/IP, HTTP, SNMP, DNS and FTP
- Network security protocols, such as SSL, TLS, and SSH
- Network perimeter security, including firewalls and virtual private networks (VPNs)
- Intrusion detection and prevention systems (IDPS)
- Network monitoring and analysis tools, such as packet sniffers and log analysis tools (e.g. Wireshark, tcpdump)
- Scripting experience with Python
- Experience with Network Incident Handling & Response
- Developing and implementing a plan to restore services and data after an network incident
- Actively managing customer support during critical incidents
- Experience delivering Customer Support, Technical Support or Customer Escalation Management
- Listening and communication: strong written and oral communication skills are essential, to convey clear and authoritative responses to Deepfield customers
- Building strong relationships with customers
- Being a self-starter, pro-active in identifying customer issues and driving to resolution
- Thriving in a fast-paced, quickly evolving, tech start-up environment
- Contributing remotely to a collaborative, dynamic, and diverse team
- Demonstrated proficiency in customer management, communications, and ticket reso

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