Escalation Engineer
August 26
🏡 Remote – Anywhere in California
Description
• 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 • Learn in-depth the latest features and offering from Alkira • Work with the internal QA team to cover any gaps in testing and automation • Work with development teams to provide feedback and guidance for new features/improvements • Provide escalation support during off hours - on call will be required
Requirements
• Minimum 3+ years of experience in technical support, design or implementation • Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP • Prior experience with AWS/Azure/GCP Cloud networking a plus • Knowledge of Python, Terraform or other scripting a plus • Conceptual knowledge of cloud native architecture with basic understanding of Kubernetes, REST APIs, various Databases • Advanced experience with Linux - checking kernel logs and configuring networking components • Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3 • Must have the ability to learn new features and technologies as the industry evolves • Strong leadership ability in managing complex engagements - a strong analytical mind and the ability to triage and think out of the box • Excellent communication (both oral, written, and interpersonal) and customer service skills are a must • Strong passion for providing exceptional support to our customers • Prior experience in large-scale network designing/deployment is a plus • Prior experience with Load Balancers a plus • Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members • Proactively create and publish knowledge articles and internal troubleshooting guides • Bachelor's Degree in Computer Engineering, Management Information Systems or equivalent degree/experience • Ability to provide escalation support during off hours - on call rotation will be required • Ability to work during Pacific or Mountain Time hours
Benefits
• 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 • Flexible Time Off to encourage work/ life balance of employees, including vacation, sick days and parental leave • Education Budget for professional development, such as online courses, books and certifications • Remote Friendly - Employees work 100% Remote or Hybrid
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