Escalation Engineer

📋 Description

• Log and update cases; inform customers of status and solutions.
• Understand customer systems; analyze problems and recommend solutions.
• Work with external customers, other engineers, Development, Sales to provide solutions.
• Set accurate customer expectations; communicate via email, phone, remote tools.
• Provide technical product support to field engineers for complex issues.
• Escalate to R&D and provide feedback; update product docs.

🎯 Requirements

• Experience as a Technical Support Engineer in Support/Services.
• Expertise with Windows and Linux; AIX and Solaris a plus.
• Experience with public cloud infrastructure and services.
• Strong problem-solving, organization, and communication skills.
• High attention to detail; customer empathy; team collaboration.
• Willingness to learn new technologies and apply them.

🎁 Benefits

• Remote-friendly role with Pacific Time coverage.
• Collaborative team, mentoring, and peer learning.
• Work with leading customers across global deployments.
• Access to comprehensive knowledge base and resources.
• Growth opportunities and ongoing training.