Escalation Engineer

Job Summary

Working remotely in a full-time capacity, the Escalation Engineer will manage technical support for industry-leading customers, logging and updating cases while providing timely solutions and collaborating with various teams to address complex product issues.

Key responsibilities:

• Log and update support cases, informing customers of status and solutions throughout the support request lifecycle
• Analyze customer systems and configurations to identify problems and recommend effective solutions
• Provide technical product support and mentorship to internal teams while populating and updating the company knowledge base

Required qualifications:

• Experience as a Technical Support Engineer with case management and call resolution management
• Proficiency in Windows and Linux Operating Systems; experience with AIX and Solaris is a plus
• Familiarity with public cloud infrastructure and services
• Strong organizational skills and a drive to solve practical business problems
• Commitment to learning new technologies and applications