Cloud Networking Escalation Engineer

Alkira, Inc.; San Jose (CA); On-site; USD 100,000 - 150,000; Full time

Job summary

Alkira is seeking an Escalation Engineer to own root cause analysis for critical customer problems, collaborating with Engineering and Customer Success to resolve day‑2 issues for our high‑value customers.

This full‑time role requires strong networking knowledge, Linux expertise, and experience with cloud networking and debugging tools. On‑call rotation and US/Canada candidate consideration apply.

Qualifications

• 3+ years in technical support, design or implementation.
• Strong networking fundamentals with routing, tunneling, security, QoS, TCP/IP.
• Cloud networking experience (AWS/Azure/GCP) is a plus.
• Scripting or automation knowledge (Python, Terraform) is a plus.
• Linux expertise including kernel logs and networking config.

Responsibilities

• Own root cause analysis for critical customer problems with Engineering and Customer Success.
• Troubleshoot and resolve escalated technical issues for high-value customers.
• Identify bugs, reproduce, report, and assist with fixes and test versions.
• Create documentation and training materials for Support Center and external use.
• Maintain clear, timely communication with customers and team members.
• Learn latest Alkira features and work with QA to cover gaps in testing.

Skills

Networking fundamentals

Troubleshooting

Leadership

Communication

Customer service

On-call support

Education

Bachelor's Degree in Computer Engineering or MIS

Tools

IXIA

tcpdump

Wireshark

iPerf3

Python

Terraform

Job description

Alkira is seeking an Escalation Engineer to own root cause analysis for critical customer problems, collaborating with Engineering and Customer Success to resolve day‑2 issues for our high‑value customers.

This full‑time role requires strong networking knowledge, Linux expertise, and experience with cloud networking and debugging tools. On‑call rotation and US/Canada candidate consideration apply.