Escalation Engineer

Alkira

5d•$100,000 - $150,000•Onsite

About The Position

Alkira is seeking an Escalation Engineer to join their growing team in the US. This full-time role focuses on resolving technical issues for high-value customers that cannot be handled through the standard support process. The Escalation Engineer will work closely with customers and internal teams, including Engineering and Customer Success, to address day-2 activities and perform root cause analysis for critical customer problems. The position involves troubleshooting, identifying and reporting bugs, assisting with fixes, and contributing to documentation and training materials. Maintaining clear and timely communication is essential, as is a deep understanding of Alkira's latest features. Collaboration with the internal QA team for testing and automation gaps, and providing feedback to development teams for new features are also key aspects of the role. This position requires providing escalation support during off-hours, including on-call duties.

Requirements

Minimum 3+ years of experience in technical support, design or implementation
Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP
Advanced experience with Linux - checking kernel logs and configuring networking components.
Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3.
Must have the ability to learn new features and technologies as the industry evolves.
Strong leadership ability in managing complex engagements - a strong analytical mind and the ability to triage and think out of the box.
Excellent communication (both oral, written, and interpersonal) and customer service skills are a must.
Strong passion for providing exceptional support to our customers
Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members.
Proactively create and publish knowledge articles and internal troubleshooting guides.
Bachelor's Degree in Computer Engineering, Management Information Systems or equivalent degree/experience.
Ability to provide escalation support during off hours - on call rotation will be required. Ability to work during Pacific or Mountain Time hours.

Nice To Haves

Prior experience with AWS/Azure/GCP Cloud networking a plus
Knowledge of Python, Terraform or other scripting a plus
Conceptual knowledge of cloud native architecture with basic understanding of Kubernetes, REST APIs, various Databases.
Prior experience in large-scale network designing/deployment is a plus

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