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Escalation Engineer (India)

Alkira
IND
Full-time
Mid · 4+ years experience
Onsite
Discovered 3 days ago
awsazuregcpkuberneteslinuxpython

Full Job Posting

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
  • 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 creation of 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 including follow-ups with customers, team members, and engineers
  • Learn in-depth the latest features and offering 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

Required Qualifications

  • 4+ years of experience in Technical Support, Network Engineering, Solution Design, or Network Implementation.
  • Strong networking fundamentals and advanced troubleshooting expertise in:
  • TCP/IP
  • Routing and Switching
  • Tunneling Technologies
  • Network Security Protocols
  • QoS (Quality of Service)
  • Hands-on experience with Linux administration, including system logs, kernel logs, and network configuration.
  • Proficiency with network troubleshooting and performance analysis tools such as:
  • Wireshark
  • tcpdump
  • iPerf3
  • IXIA
  • Experience with Python scripting for automation and troubleshooting.
  • Familiarity with Infrastructure-as-Code (IaC) tools such as Terraform.
  • Strong analytical and problem-solving skills with the ability to lead complex technical investigations.
  • Excellent written, verbal, and interpersonal communication skills.
  • Customer-first mindset with a passion for delivering exceptional technical support.
  • Bachelor's degree in Computer Engineering, Computer Science, Information Systems, or equivalent experience.

Preferred Qualifications

  • Experience with public cloud networking technologies in AWS, Microsoft Azure, or Google Cloud Platform (GCP).
  • Knowledge of cloud-native architectures, containers, Kubernetes, REST APIs, and database technologies.
  • Experience supporting or deploying:
  • SD-WAN solutions
  • Load Balancers
  • Firewalls
  • Large-scale enterprise networks
  • Experience in large-scale network design and deployment environments.
  • Strong documentation skills and experience creating technical knowledge articles and operational runbooks.

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