Support Escalation Engineer

Provides technical support to customers, partners, field engineers, and other product support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex software, or networked and/or wireless systems. Works with customers to review and resolve issues. Performs troubleshooting and related analyses; escalates issues as appropriate or serves as the escalation point for highly complex issues. Collaborates on cross-team issues and provides feedback to improve products, resolve bugs, and automate processes. Participates in ongoing training and readiness programs.

**Responsibilities**:**
Responsibilities**

Response and Resolution
- Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
- Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
- Performs in-depth product troubleshooting and remediation when needed.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Readiness
- Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Product/Process Improvement
- Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
- Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Other
- Embody our culture and values

**Qualifications**:**
Qualifications**

Required/Minimum Qualifications
- 3+ years of experience in a customer facing role
- 3+ years of technical experience in any of the following:

- Solid understanding of container technology and fluency in Kubernetes. Familiarity with with RedHat OpenShift
- Linux OSS
- Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.)
- Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, Jenkins, etc.)
- Experience administering Linux (boot process, file systems, network device and protocol configuration)
- Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
- Operating System/Virtualization
- Familiarity with Security, OS Internals concepts
- Understanding of Virtualization concepts and virtual system administration
- Networking
- Understanding of container specific networking such as CNI
- Familiarity with DHCP, VIPs, NAT, DNS
- Familiarity with networking troubleshooting (ping, tracert, tracemon, tcpdump, etc.)
- Understanding of load balancing and familiarity with relevant components such NGINX, Application Gateways, and NVA’s
- Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
- English Language: fluent in reading, writing, and speaking.

Additional or Preferred Qualifications
- BS in computer science or engineering preferred
- Kubernetes Administration Certification preferred

Soft Skills:

- Passion for technology, problem solving, and customer supportability
- Ability to understand the customers best interests in terms of problem impact
- Ability and motivation to learn behaviors of unfamiliar components/technologies as needed
- Ability to discovery, recognize and assess alternate solutions to a problem
- Leadership - handle technically challenging and politically hot customer situations
- Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
- Ability to drive discussions remotely with authority
- Ability to develop and nurture relationships over long distances and remote technologies like Skype
- Ability to work collaboratively
- Logical and critical thinking
- Ability to deal with ambigu