DDOS Engineer II

Profile

The internet has a team. Come join it!! VeriSign, Inc. operates a diverse array of network infrastructure, including two of the Internet's thirteen root nameservers, the nameservers for .com, .net and other top-level domains as well as many country-code top-level domains. Using our global infrastructure, Verisign processes over 60 billion interactions each day, more than three times the number of phone calls made in the United States daily. Verisign helps registrars expand markets and increase renewals with critical technology and unmatched experience. Verisign also offers a range of security services, including managed DNS, Distributed Denial of Service (DDOS) mitigation and cyber-threat reporting.
The Engineer will be responsible for monitoring customer networks for malicious activity and mitigating distributed denial-of-service (DDoS) attacks. As the primary contact for customers, the engineer will work with internal teams and customers to troubleshoot network connectivity issues and coordinate mitigation efforts. The Engineer will monitor and correlate alerts and notify customers within the service level agreement. This role is within Tier-2 of a three-tiered support model.
Responsibilities
Handle inquiries received directly from customers by telephone call, email, and customer-facing online tool.
Monitor customer networks for malicious activity. Review, validate, and address monitoring alerts.
Perform periodic reviews of customer traffic patterns and thresholds.
Perform research, analysis and isolation of customer incidents that require escalation, additional research and/or triage.
Provision new customers and ensure provisioning is completed without issues.
Assist in the development of project plans for on-boarding new customers. Determine stakeholders, develop timelines and milestones.
Develop and publish knowledge base solutions.
Provide leadership to team through technical skills, interpersonal skills and coaching.
Adhere to Service Levels Agreements (SLA), Operational Level Agreements (OLA) and internal processes.
Track all interactions within ticketing system. Route tickets to appropriate internal departments for further assistance.
Escalate issues in a timely manner.
Attempt to resolve majority of issues on first contact.
Develop/enhance processes to be more effective and efficient.
Identify solutions and/or improvements to problems/processes/workflow.
Establish and maintain positive working relationships with internal and external customers.
Act as the customers’ advocate while managing assigned incidents.
Effectively communicate with customer by composing accurate, prompt replies to customer email and phone inquiries.
Resolve complex customer issues with diplomacy and problem solving skills. Effectively handle customer escalations, be able to defuse any difficult situation, and instill confidence in the customer that their issue will be resolved.
Display consistent professional demeanor and clarity when interacting internally and externally.
Adhere to attendance policy.
Assist with Special projects as assigned.
Willingly and proactively take on new roles and additional work.
May be required to provide 24 x 7 on call support to team.
Qualifications
BA/BS degree or equivalent experience
2-4 years networking or technical support experience
Proficient in TCP/IP, DNS, netflow, SNMP and internet protocols.
Strong understanding of IP addressing and TCP/UDP ports.
Experience with LAN/WAN environment and troubleshooting.
Experience with Unix/Linux and Windows operating systems.
Experience with MS Office (Excel, Word and Access), Windows 98/NT, MS Internet Explorer, Netscape, MS Outlook.
Preferred
Previous experience in a technical contact center or helpdesk that includes CRM, ACD, Email, chat, etc.
Experience with tcpdump or tshark.
Experience with Arbor TMS.
Experience with router and switch infrastructure.
Experience with a variety of network monitoring and administrative tools.
CCNA or equivalent certification.
Familiarity with DDoS attacks.
Experience with Linux command line and VIM editing.
Experience as System Administrator and/or Network Administrator.
Strong troubleshooting and problem solving skills.
Strong documentation skills.
Strong interpersonal and customer service soft skills.
Strong verbal and written communication skills.
VeriSign
12061 Bluemont Way
Reston, VA 20190
Phone: (650)
****
Web: ****

Company info

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