Sr. Escalation Support Engineer

Responsibilities

:Reporting to the Senior Director, Global Deployment and Operational Support Services, as Sr. Escalation Support Engineer you are responsible for delivering frictionless and smooth post-sales escalation support to our Fortune 500 customers.

Escalation Support is part of Operational Support which runs 24x7x365 through a follow-the-sun coverage model.

Edge Operations are technically complex and will present you with technical challenges calling upon your best troubleshooting and analytical competences.

You are an energetic self-starter fully committed to our customers’ success by putting yourself in our customer’s shoes and constantly striving to make sure they can use our product to the best of its and their ability, by:

Taking on the most difficult customer technical issues

Partner closely with Engineering, Product, and Deployment teams to drive cross-functional resolution identified during escalations

Escalation management where grace under pressure matters

On-call duties - follow-the-sunCreating ecstatic customers

Ensuring frictionless operational supportRadiate energy and enthusiasm

Qualifications

Excellent communication and written skills (English)BS/MS Computer Science, Information Technology or an equivalent industry experience

8+ years experience as Senior Customer Support Engineer with escalation experience

Excellent troubleshooting skillsExcellent judgment in balancing customer urgency with internal resourcing and prioritiesExtensive experience performing issue reproduction and root-cause analysis in cooperation with engineering and/or development teams for both technical and business stakeholders.

Extensive experience with the deployment of virtual machines, containers (docker, etc.) to reproduce issues and create test scenarios

Proven ability to effectively communicate with engineering and/or development teamsHands-on experience with Python, GO and shell scripting (reading and writing code)

Extensive experience with Linux system administration and Linux troubleshooting are a must

Practical experience with REST APIs is mandatory: scripting, testing and troubleshooting APIs (Postman, curl, python, using Swagger definitions, etc.).

Infrastructure as Code principles.

Experience using Terraform: troubleshooting Terraform configurations, state, providers, etc.

Extensive experience with automation to streamline deployments, system monitoring, etc.

Knowledge of hardware system configuration and troubleshooting (IPMI system management, BIOS/UEFI configuration, various sub-systems firmware management).

Experience with Type 1 and Type 2 hypervisors, including troubleshooting and performance considerations.

Familiarity with various forms of pass-through (PCI, etc.) is a plus.

Extensive experience with Linux container technologies (container runtimes, container orchestration tools).

Experience with Kubernetes: cluster management, deploying, scaling, and troubleshooting; K3S specific experience is a plus.

Experience and knowledge of system-level security technologies: Secure boot, measured boot, using TPM devices

Deep understanding of networking concepts: IP, DHCP, DNS, NAT rules, firewall configuration, routing, bridging, and proxies Configuration, management, and troubleshooting of network adapters and interfaces, including virtual and physical NICs, VLAN tagging, etc.

Networking troubleshooting competence using ping, traceroute, netstat, iptables, tcpdump and analyzing packet captures (Wireshark) 

Experience with SSH port forwarding, SOCKS proxies, and reverse tunnels for secure remote access

$127,000 - $180,000 a year