The Escalation Engineer resolves complex customer issues escalated from Technical Support, analyzes problems, collaborates with R&D, and trains support engineers.
Description
As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.
- Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products
- Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers
- Create and implement any necessary diagnostic tools, patches, and fixes
- Develop a working solution based on the root cause you discover, or escalate to R&D teams
- Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue
- Identify patterns in escalated customer issues, and then design and implement solutions for our customers
- Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product
- Train Technical Support engineers to help them resolve support cases more efficiently
- 3+ years of experience as DevOps engineer/SRE/Support engineer/Escalation engineer
- Experience in running Kubernetes
- Previous background in Linux
- Development skills in Bash -must
- Excellent verbal and written communication skills (including technical writing)
- Ability to communicate effectively, responsibly and respectfully with customers
- Experience with monitoring distributed systems and virtualization
- ELK, Grafana, Prometheus, Loki, monitoring tools
- NGINX and NGINX ingress controller configuration
- Previous background in DB administration such as Postgres, Mongo, Cassandra, Kafka
- Development skills in Go -Advantage
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