Escalation Engineer

Responsibilities:

• Daily handling of escalation tickets
• Bugs follow-ups with R&D
• Consultation and assistance to team members about their cases (issues)
• Participate in Product Development meetings and push forward supportability tools and capabilities
• Product Design / Improvement / Supportability
• Product Development meetings attendance - sprint planning, delivery meetings, Product design meetings
• Data mining – Product Development queries, tickets analysis, etc.
• Submit new required support tools for various customer success teams
• Fasttrack/support tools mapping
• Product SMEs (Subject Matter Experts) for major features
• Providing supportability updates via Emails / Knowledgebase articles
• Training for internal teams
• Consultation for other teams / Product Development/ Technical Account Managers / Managed Services /Sales.
• Tools creation (scripts)

Requirements:

• Degree in Computer / Network / Software Engineering or equivalent
• Experienced in preparing escalations for R&D review / working with R&D to resolve issues / reproducing customer issues / applying and testing hotfixes / using debug commands and tools to isolate issues
• Networking knowledge in Internet environment (TCP/IP, HTTP, DNS, HTTPS/SSL/TLS, Layer2 thru Layer7, load balancing, proxies)
• Experienced with analyzing Wireshark/TCP-dumps and Debugging tools such as Burp/Fiddler/Postman
• Good knowledge of SQL protocol and databases
• Solid/Admin level Experience with different OS, Unix, Linux, and Windows
• Working Knowledge in programming or ability to read/write pseudo code, as well as scripting languages - Python/Bash/etc, and Regex
• Have the ability to prioritize based on facts and problem severity and/or business impact