Escalation Engineer (India)

About the role

We're looking for an Escalation Engineer to work on technical issues experienced by our highest-value customers. This is a full-time position with great benefits in a company that rewards innovation, respects diversity and encourages teamwork. You will be part of a team that is excited to support technical issues experienced by our highest-value customers that cannot be resolved through the normal Support process.

What you'll do

• 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 have been escalated from customer success team
• 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 creation of 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

What you need

• 4–7 yrs of experience
• Terraform
• TCP/IP
• Routing and switching
• Network security
• Linux
• Python
• B.Tech or B.E. or B.Sc or BCA

Good to have

• GCP
• AWS
• REST APIs
• Azure
• Kubernetes
• Firewalls