Escalation Engineer

Everpure•Washington, DC

9h•$107,000 - $230,000•Remote

About The Position

As a Portworx® Escalation Engineer within our Technical Services team, you will serve as the primary technical authority bridging front-line support and core engineering to solve our most critical enterprise container storage challenges. You will collaborate directly with global enterprise customers, Technical Services Engineers, and Product Development teams to diagnose root causes and deliver high-impact resolutions. By tackling complex architectural edge cases across Kubernetes and multi-cloud environments, you will directly safeguard uptime for mission-critical production workloads while shaping product reliability and preventing future field escalations.

Requirements

8 years of customer-facing technical support experience.
Deep technical mastery in supporting Kubernetes / Container orchestration platforms (Kubernetes, Docker, Tanzu) along with CKA-level expertise across cloud providers (AWS, GCP, Azure) and distributed storage architectures.
Strong ability to perform code-level troubleshooting in GoLang and utilize DevOps automation tooling (such as Terraform, Ansible, Chef, or Puppet) to diagnose complex system behaviors.
Exceptional customer-facing communication skills with a proven ability to manage high-stakes crisis situations, maintaining composure while navigating multi-party technical discussions.
Resourcefulness in managing multiple high-priority investigations concurrently in a dynamic environment, including participation in an on-call rotation.

Responsibilities

Own High-Severity Technical Escalations: Serve as the final escalation tier prior to core engineering, conducting deep troubleshooting and initial code reviews in GoLang to resolve complex container storage incidents and maximize customer uptime.
Bridge Technical Services & Engineering: Collaborate directly with Product Development teams to identify root causes, submit bug fixes, and ensure permanent product resolutions that minimize repeat escalations across the Everpure Platform.
Elevate Support Organization Capabilities: Coach and mentor Technical Services Engineers through paired troubleshooting and knowledge creation, publishing high-value KB articles and FAQs that reduce mean-time-to-resolution (MTTR) across the team.
Drive Systemic Product Stability: Proactively analyze telemetry and field trends to identify systemic vulnerabilities, translating real-world operational insights into actionable feedback for product and engineering teams.