Escalation Engineer

A leading Security company is hiring an Escalation Engineer to support escalation points from both the Customer Success organization as well as internally within the engineering teams.

Role and Responsibilities

• Troubleshoot, debug, analyze logs, profile code & provide temporary or permanent solutions.
• Work closely with engineering teams to propose fixes or temporary workarounds for critical customer issues.
• Build supporting automation to improve productivity (of both yourself and the team).
• Understand customer use cases and work closely with Customer Success Engineers and Solution Architects to be an effective channel between Engineering teams and Customer Success.
• Take complete ownership and follow-up on escalations.
• Collaborate cross-functionally to solve difficult technical problems.

Experience and Skills Required

• Candidates have to be based in the East Coast or Central US
• At least 5 years of previous experience working in a similar role such as Escalation Engineer, Professional Services Engineer, or Technical Support Engineer (Tier-4)
• Highly technical Software and System Engineering experience with a proven track record of debugging and troubleshooting complex technical issues.
• Strong Networking background i.e. hands on experience with variety of networking protocols.
• Hands-on Linux Administration experience, such as troubleshooting performance issues, analyzing network traffic, and being able to guide others in similar tasks.
• Experience with cloud platforms (e.g. AWS, GCP, Azure).
• Deep familiarity with Containers and Container Orchestration Frameworks (like Docker and Kubernetes), understanding advanced features and capabilities as well as the ability to debug such environments.
• Nice to have technical and architectural knowledge in Security.
• Automation/Programing approach (preferably someone who has worked as an Automation/ Software Engineer in previous positions).
• Excellent written and verbal communication skills (English).

Package

• Paying up to $190,000 per annum
• Company Stock options
• • Benefits