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Engineer

• Own root cause analysis for critical customer problems - be the point of contact that works with the Engineering and Customer Success team.
• Provide support to troubleshoot and resolve technical issues that the customer success team has escalated.
• Identify bugs, test, reproduce, report and work with the engineers to assist with a fix and test/verify fix versions.
• Provide ideas and assist with creating documentation and training material for external and internal Support Center content.
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner, including follow-ups with customers, team members, and engineers.
• Learn in-depth the latest features and offerings from Alkira.
• Work with the internal QA team to cover any gaps in testing and automation.
• Work with development teams to provide feedback and guidance for new features/improvements.
• Provide escalation support during off-hours on-call will be required.

Escalation Engineer