Escalation Engineer
100% remote position located in India (no relocation, must currently reside in India to apply)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 4+ years
- Required Skills
- PythonCloud ComputingKubernetesRESTful APIsLinuxTerraformNetworkingTroubleshooting
Requirements
- Minimum 4+ years of experience in technical support, design or implementation.
- Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP.
- Working experience with Linux - checking kernel logs and configuring networking components.
- Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3.
- Experience in Python programming.
- Knowledge of Terraform or other IaC tools.
- Conceptual knowledge of cloud-native architecture with a basic understanding of Kubernetes, REST APIs, and various Databases.
- Strong leadership ability in managing complex engagements.
- Excellent communication (both oral, written, and interpersonal) and customer service skills.
- Bachelor's Degree in Computer Engineering, Management Information Systems or equivalent degree/experience.
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 the customer success team has escalated.
- 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 creating 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.
- Learn in-depth the latest features and offerings 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.
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