Escalation Engineer
Location: Anywhere in IndiaJoin our innovative team at Alkira, Inc., a Network Infrastructure On-Demand company. As we continue to reinvent networking for the multi-cloud era and as our customers continue to grow with us, we are expanding our Engineering team in India. We are hiring Escalation Engineers to work on technical issues experienced by our highest-value customers. This is a full-time position with great benefits in a company that rewards innovation, respects diversity and encourages teamwork.
You will be part of a team that is excited to support technical issues that cannot be resolved through the normal Support process. This role will work closely with customers and internal teams to resolve any day-2 related activities.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 the customer success team has escalated.
- 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 creating 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 offerings 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.
Requirements:
- Minimum 4+ years of experience in technical support, design or implementation.
- Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP.
- Working experience with Linux - checking kernel logs and configuring networking components.
- Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3.
- Prior experience working with Load balancers, SDWAN, Firewalls, etc, is a plus.
- Experience in Python programming.
- Knowledge of Terraform or other IaC tools.
- Prior experience with AWS/Azure/GCP Cloud networking is a plus.
- Conceptual knowledge of cloud-native architecture with a basic understanding of Kubernetes, REST APIs, and various Databases.
- 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 area must.
- Strong passion for providing exceptional support to our customers
- Prior experience in large-scale network designing/deployment is a plus
- 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.
About Alkira: Alkira was founded in 2018 by Amir and Atif Khan, the visionary computer networking team that created the multi-billion-dollar SD-WAN market with the founding of Viptela. Now, we have reinvented networking for the cloud era by delivering Network Infrastructure On-Demand, the first global unified network infrastructure with on-demand hybrid and multi-cloud connectivity, integrated network and security services, end-to-end visibility, controls and governance, all delivered as-a-service.Alkira provides a unique value proposition by offering:
- On-demand network infrastructure as-a-service with integrated security and networking services available globally
- The ability to securely connect any cloud, any on-prem location, any remote user or app to any other point of presence
- Agility, elasticity, intelligence, security, and scale for traditional networking use cases
- A platform to build global, secure networks in minutes, eliminating the need to acquire hardware, manage physical circuits, and run software appliances or agents on-site
Join us on the multi-cloud networking journey. Click here to know more about how Alkira, Inc is reinventing networking! Also, check out other career opportunities at our careers site.
