alkira
Sr. Escalation Engineer
San Jose, California, United States · Senior · Full-time
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About the role
- Work with development teams to provide feedback and guidance for new features/improvements.
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
- Provide ideas and assist with creation of documentation and training material for external and internal Support Center content
Requirements
- Minimum 3+ years of experience in technical support, design or implementation
- 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.
- 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.
Nice to have
- Prior experience with AWS/Azure/GCP Cloud networking a plus
- Knowledge of Python, Terraform or other scripting a plus
- Prior experience in large-scale network designing/deployment is a plus
Skills
- Alkira is a fast-growing cloud networking company that is transforming the way enterprise networks are deployed and managed.
- This is a full-time position with great benefits in a company that rewards innovation, respects diversity and encourages teamwork.
- At Alkira, you'll help shape the next chapter of networking:
- cloud-like consumption, private-network performance, and total control across the enterprise.
Compensation
- The salary range for this position is $100,000 -$150,000 USD.
- Your actual base salary and level will be determined on a case by case basis and may vary based on the following considerations: job-related knowledge, skills, experience, education and location.
Company info
- As we continue to reinvent networking for the multi-cloud era and as our customers continue to grow with us, we are expanding our Escalations team in the US.
- We're looking for an Escalation Engineer to work on technical issues experienced by our highest-value customers.
- This role will work closely with customers and internal teams to resolve any day-2 related activities.
- Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
This listing is sourced directly from alkira's careers page and normalized into a canonical job model.