Escalation Engineer
Captions
full-time
Posted on:
Location Type: Remote
Location: India
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About the role
- 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.
Requirements
- Minimum 4+ years of experience in technical support, design or implementation.
- Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP.
- Working experience with Linux - checking kernel logs and configuring networking components.
- Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3.
- Prior experience working with Load balancers, SDWAN, Firewalls, etc, is a plus.
- Experience in Python programming.
- Knowledge of Terraform or other IaC tools.
- Prior experience with AWS/Azure/GCP Cloud networking is a plus.
- Conceptual knowledge of cloud-native architecture with a basic understanding of Kubernetes, REST APIs, and various Databases.
- Must have the ability to learn new features and technologies as the industry evolves.
- Strong leadership ability in managing complex engagements - a strong analytical mind and the ability to triage and think out of the box.
- Excellent communication (both oral, written, and interpersonal) and customer service skills are a must.
- Strong passion for providing exceptional support to our customers.
- Prior experience in large-scale network designing/deployment is a plus.
- Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team members.
- Proactively create and publish knowledge articles and internal troubleshooting guides.
- Bachelor's Degree in Computer Engineering, Management Information Systems or equivalent degree/experience.
Benefits
- great benefits
- rewards innovation
- respects diversity
- encourages teamwork
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportnetworking fundamentalstroubleshooting skillsRouting protocolsTunneling protocolsSecurity protocolsQoSTCP/IPPython programmingcloud-native architecture
Soft Skills
leadership abilityanalytical mindcommunication skillscustomer service skillspositive attitudeteam-orientedability to learn new technologiesproblem-solvingcreativityproactive
Certifications
Bachelor's Degree in Computer EngineeringBachelor's Degree in Management Information Systems