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
Top Skills
Bash
Cassandra
Elk
Go
Grafana
Kafka
Kubernetes
Linux
Loki
Mongodb
Nginx
Postgres
Prometheus
Tufin Gurugram, Haryana, IND Office
Building 10A, 5th Floor, DLF Cybercity, Phase 2, Sector 24, Gurugram, Haryana, India, 122002
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