Escalation Engineer

August 26

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Description

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

Requirements

β€’ Minimum 3+ years of experience in technical support, design or implementation β€’ Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP β€’ Prior experience with AWS/Azure/GCP Cloud networking a plus β€’ Knowledge of Python, Terraform or other scripting a plus β€’ Conceptual knowledge of cloud native architecture with basic understanding of Kubernetes, REST APIs, various Databases β€’ Advanced experience with Linux - checking kernel logs and configuring networking components β€’ Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3 β€’ Must have the ability to learn new features and technologies as the industry evolves β€’ Strong leadership ability in managing complex engagements - a strong analytical mind and the ability to triage and think out of the box β€’ Excellent communication (both oral, written, and interpersonal) and customer service skills are a must β€’ Strong passion for providing exceptional support to our customers β€’ Prior experience in large-scale network designing/deployment is a plus β€’ Prior experience with Load Balancers a plus β€’ Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members β€’ Proactively create and publish knowledge articles and internal troubleshooting guides β€’ Bachelor's Degree in Computer Engineering, Management Information Systems or equivalent degree/experience β€’ Ability to provide escalation support during off hours - on call rotation will be required β€’ Ability to work during Pacific or Mountain Time hours

Benefits

β€’ Generous Healthcare Benefits package of medical, dental, and vision for employees and their dependents, including 100% employer-paid medical coverage for employees and 95% for dependents β€’ Flexible Time Off to encourage work/ life balance of employees, including vacation, sick days and parental leave β€’ Education Budget for professional development, such as online courses, books and certifications β€’ Remote Friendly - Employees work 100% Remote or Hybrid

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