Sr. Escalation Engineer

NextGenEnergyJobs; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Flexible time off

Wellness resources

Company-sponsored team events

Job summary

NextGenEnergyJobs is seeking an Escalation Engineer for our FlashBlade team to act as the premier technical authority across enterprise storage environments in Bengaluru. You will drive rapid resolution of high-impact incidents while coordinating with cross-functional teams to maintain platform reliability.

You will mentor the support team, relay real-world feedback to Product Engineering, and craft clear customer communications during escalations, ensuring trust and service continuity for

Qualifications

• End-to-end technical troubleshooting and root-cause analysis across multi-vendor environments.
• Experience with Linux/Windows administration, AWS cloud, REST API services, virtualization.
• Strong understanding of networking and enterprise storage protocols.
• Proven ability to lead high-stakes escalations and coordinate multi-stakeholder calls.
• Commitment to mentoring and developing support team capabilities.

Responsibilities

• Serve as premier technical authority for escalation handling on FlashBlade team.
• Collaborate with Support, Engineering, and product leaders to resolve high-impact issues.
• Perform root-cause analysis to restore service and protect business continuity.
• Mentor support team members through trainings and knowledge sharing.
• Communicate clearly with customers and draft technical KB articles.

Skills

Troubleshooting

Root-cause analysis

Linux/Windows administration

AWS Cloud

REST APIs

VMware/Hyper-V

Networking

Customer communication

Mentoring

Tools

VMware

Hyper-V

DNS

HTTP

SSL

Job description

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events.

Key Responsibilities

• As an Escalation Engineer on our FlashBlade team, you will serve as the premier technical authority driving customer trust and operational stability across complex, enterprise-scale storage environments
• . You will collaborate closely with front-line Support, Engineering, and product leaders to rapidly resolve high-impact technical challenges and transform complex system failures into long-term product reliability. By bridging real-world customer insights with engineering solutions, you will elevate team performance and ensure our enterprise customers achieve flawless platform availability.
• Drive High-Stakes Escalation Resolution: Take end-to-end ownership of critical, multi-platform system issues—evaluating hardware, software, networking, and environmental factors—to rapidly restore service, perform root-cause analysis, and protect customer business continuity.
• Elevate Engineering Talent & Knowledge: Mentor and coach support team members through joint case triage, structured technical trainings, and internal documentation, accelerating technical capabilities and resolution velocity across the organization.
• Bridge Product Engineering & Customer Insights: Partner directly with Product Engineering to relay real-world system behavior, ensuring critical customer feedback, feature enhancements, and bug fixes trickle back into core product design.
• Lead Strategic Customer Communications: Facilitate high-visibility multi-participant calls during hot escalations, authoring clear, concise customer-facing communications and technical KB articles that build lasting client confidence.

Requirements

• End-to-end technical troubleshooting and root-cause analysis expertise across multi-vendor environments, including Linux/Windows administration, cloud architectures (AWS), REST API services, virtualization (VMware, Hyper-V), and enterprise storage protocols (NFS, S3, SMB).
• In-depth understanding of enterprise networking and systems architecture, with hands-on proficiency in core protocols (DNS, HTTP, SSL, TCP/IP) and diagnosing complex networking, replication, performance, and capacity issues.
• Exceptional customer crisis management skills, with a proven ability to lead multi-stakeholder technical calls, de-escalate high-pressure situations, and translate complex engineering concepts into concise strategic communications.
• A strong commitment to team enablement, peer mentorship, and continuous learning, with a track record of creating high-value knowledge base content and technical training programs. We are primarily an in-office environment and therefore, you will be expected to work from the Bangalore office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave .