We are looking for a talented Escalations Engineer to debug and implement solutions for customer problems, design applications for debugging and supportability, and coordinate between the engineering and delivery teams.
Responsibilities:
Serve as a technical leader solving complex problems and challenging issues originating from customer environments.
Provide expert product technical leadership to field organizations and engineering, supporting worldwide sales, delivery, and customer satisfaction efforts.
Build, test, and maintain complex setups replicating real-world customer environments.
Act as the primary engineering contact for customer escalations, regularly interacting with T2/T3 Engineers to escalate cases and assist in troubleshooting.
Offer technical consulting and installation advice for product rollouts, ensuring product specifications are met.
Collaborate closely with the support organization and internal engineering groups.
Manage cases requiring detailed guidance on steps to reproduce, debugging options, and related performance metrics.
Develop and share knowledge to address serviceability and supportability issues.
Stay current with products, features, installations, tweaks, and test methodologies.
Continuously enhance your skills with Linux, Windows, Mac, storage, file transfer protocols, file systems, and network topologies.
Navigate complex customer topologies and find effective solutions.
Responsibilities:
Serve as a technical leader solving complex problems and challenging issues originating from customer environments.
Provide expert product technical leadership to field organizations and engineering, supporting worldwide sales, delivery, and customer satisfaction efforts.
Build, test, and maintain complex setups replicating real-world customer environments.
Act as the primary engineering contact for customer escalations, regularly interacting with T2/T3 Engineers to escalate cases and assist in troubleshooting.
Offer technical consulting and installation advice for product rollouts, ensuring product specifications are met.
Collaborate closely with the support organization and internal engineering groups.
Manage cases requiring detailed guidance on steps to reproduce, debugging options, and related performance metrics.
Develop and share knowledge to address serviceability and supportability issues.
Stay current with products, features, installations, tweaks, and test methodologies.
Continuously enhance your skills with Linux, Windows, Mac, storage, file transfer protocols, file systems, and network topologies.
Navigate complex customer topologies and find effective solutions.
Requirements:
BSc in Computer Science from a recognized university with a strong understanding of object-oriented programming.
At least 5 years hands-on relevant experience.
Experience with SQL and running database queries for debugging.
Proficiency with Linux and a solid understanding of Windows and Mac OS.
Experience with storage protocols (SMB, NFS) is an advantage.
Proficient in networking, network-captures (preferably with a CCNA certification).
log analysis and big data experience
Excellent analytical and problem-solving skills with a strong commitment to customer satisfaction.
Fast-learner, self-motivated with ability to work in a high-pressure environment.
BSc in Computer Science from a recognized university with a strong understanding of object-oriented programming.
At least 5 years hands-on relevant experience.
Experience with SQL and running database queries for debugging.
Proficiency with Linux and a solid understanding of Windows and Mac OS.
Experience with storage protocols (SMB, NFS) is an advantage.
Proficient in networking, network-captures (preferably with a CCNA certification).
log analysis and big data experience
Excellent analytical and problem-solving skills with a strong commitment to customer satisfaction.
Fast-learner, self-motivated with ability to work in a high-pressure environment.
This position is open to all candidates.
