Escalation Engineer

Job Summary

Working remotely in a full-time capacity, the Escalation Engineer will manage technical issues for high-value customers, providing support and root cause analysis while collaborating with internal teams to ensure effective resolutions.

Key responsibilities

• Own root cause analysis for critical customer problems and act as the point of contact with Engineering and Customer Success teams
• Troubleshoot and resolve escalated technical issues from the customer success team
• Identify bugs and collaborate with Engineers to assist in testing and verifying fixes

Required qualifications

• Minimum 3+ years of experience in technical support, design, or implementation
• Strong networking fundamentals and expert troubleshooting skills with Routing, Tunneling, Security protocols, QoS, and TCP/IP
• Prior experience with AWS/Azure/GCP Cloud networking is a plus
• Bachelor's Degree in Computer Engineering, Management Information Systems, or equivalent experience
• Advanced experience with Linux and troubleshooting tools such as tcpdump and Wireshark