Escalation Engineer

August 26

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Description

• 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 area 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

• Full-time position with great benefits • Company rewards innovation • Respects diversity and encourages teamwork