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Escalation Engineer

Company: Alkira, Inc.
Location: San Jose
Posted on: May 14, 2022

Job Description:

-Job SummaryAlkira is growing and our Engineering team is looking for Escalation Engineers 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. This role will work closely with customers and internal teams to resolve any day-2 related activities.Responsibilities:

  • 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 requiredRequirements:
    • 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
    • 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.Location: San Jose, CA (US or Canada)

Keywords: Alkira, Inc., San Jose , Escalation Engineer, Engineering , San Jose, California

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