Sr. Escalation Engineer

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
• Any graduate