Escalation Engineer

About the role

As an , you will play a critical role in ensuring the seamless operation of our cloud networking solutions. You will be the go-to expert for resolving complex technical issues that arise during the implementation and maintenance of our services. This position requires a deep understanding of networking technologies and the ability to communicate effectively with both technical and non-technical stakeholders. You will work closely with various teams to troubleshoot and resolve escalated issues, ensuring that our customers receive the highest level of service and support.

Key facts

What you'll do

• Act as the primary point of contact for escalated technical issues, providing expert guidance and support to both customers and internal teams.
• Collaborate with engineering and product teams to identify root causes of issues and recommend solutions to prevent recurrence.
• Analyze complex network configurations and troubleshoot connectivity problems in cloud environments.
• Develop and maintain comprehensive documentation of technical issues, solutions, and best practices for knowledge sharing.
• Provide training and mentorship to junior engineers and support staff to enhance their technical skills and knowledge.
• Participate in on-call rotations to provide after-hours support for critical incidents as needed.
• Work closely with customer success teams to ensure customer satisfaction and retention by addressing technical concerns promptly.
• Engage in continuous learning to stay updated on the latest networking technologies and industry trends, applying this knowledge to improve service delivery.
• Assist in the development of internal tools and processes to streamline issue resolution and enhance operational efficiency.
• Conduct post-mortem analyses of major incidents to identify lessons learned and implement improvements.
• Collaborate with sales and marketing teams to provide technical insights that can inform product development and customer engagement strategies.
• Foster strong relationships with customers by understanding their unique needs and providing tailored solutions to meet their requirements.

Requirements

• A minimum of 5 years of experience in a technical support or escalation engineering role, preferably in a cloud networking environment.
• Strong understanding of networking protocols, including TCP/IP, BGP, OSPF, and VPN technologies.
• Proficiency in troubleshooting network issues across various platforms and environments, including public and private clouds.
• Experience with network monitoring tools and diagnostic utilities to analyze performance and connectivity issues.
• Excellent problem-solving skills with a keen attention to detail and the ability to work under pressure.
• Strong verbal and written communication skills, with the ability to convey complex technical concepts to diverse audiences.
• Proven ability to work collaboratively in a team-oriented environment while also being self-motivated and proactive.

Nice to have

• Familiarity with cloud service providers such as AWS, Azure, or Google Cloud Platform.
• Experience with scripting languages (e.g., Python, Bash) for automation and tool development.
• Knowledge of security best practices in cloud networking and experience with firewalls and intrusion detection systems.
• Relevant certifications such as CCNP, CCIE, or equivalent are a plus.
• Previous experience in a customer-facing role, particularly in a technical capacity.

Skills & tools

• Networking technologies: TCP/IP, BGP, OSPF, VPN
• Cloud platforms: AWS, Azure, Google Cloud
• Monitoring tools: Nagios, Zabbix, or similar
• Scripting languages: Python, Bash
• Documentation tools: Confluence, Jira

Practical notes

• Salary range and specific location details are currently unspecified and will be discussed during the interview process.
• This role may require occasional travel for customer visits or team meetings, depending on the candidate's location and company policies.
• Visa sponsorship may be available for qualified candidates based on their experience and skill set.

At Alkira, we are committed to building a diverse and inclusive workplace. We encourage applications from individuals of all backgrounds and experiences. If you are passionate about cloud networking and have a knack for solving complex technical challenges, we invite you to apply for the Escalation Engineer position and join our innovative team.