Sr. Escalation Engineer
BengaluruFull-timeSenior levelPosted 2 months ago
Senior customer support role at Everpure in Bengaluru.
About the role
As an Escalation Engineer on our FlashBlade team, you will serve as the premier technical authority driving customer trust and operational stability across complex, enterprise-scale storage environments . You will collaborate closely with front-line Support, Engineering, and product leaders to rapidly resolve high-impact technical challenges and transform complex system failures into long-term product reliability.
What you'll do
- Drive High-Stakes Escalation Resolution: Take end-to-end ownership of critical, multi-platform system issues—evaluating hardware, software, networking
- Elevate Engineering Talent & Knowledge: Mentor and coach support team members through joint case triage, structured technical trainings, and internal documentation
- Bridge Product Engineering & Customer Insights: Partner directly with Product Engineering to relay real-world system behavior, ensuring critical customer feedback
- Lead Strategic Customer Communications: Facilitate high-visibility multi-participant calls during hot escalations, authoring clear
What you need
- Root cause analysis
- AWS
- REST APIs
- VMware
- TCP/IP
- Linux