Senior Cloud Networking Escalation Engineer

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

Job summary

Alkira is seeking an Escalation Engineer to join our US-based team. You will own root-cause analysis for critical customer problems and work with Engineering and Customer Success to drive fast, thorough resolutions.

This full-time role requires deep networking knowledge, strong communication, and the ability to operate during Pacific or Mountain Time hours. On-call escalation will be required as part of the role.

Qualifications

• Minimum 3+ years in technical support, design or implementation.
• Strong networking fundamentals and troubleshooting skills.
• Experience with cloud networking (AWS/Azure/GCP) is a plus.
• Knowledge of Python, Terraform or scripting is a plus.
• Conceptual knowledge of cloud-native architecture with basic understanding of Kubernetes, REST APIs, various databases.
• Advanced experience with Linux – checking kernel logs and configuring networking components.

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 have been escalated from the customer success team.
• 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 creation of 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.

Skills

Networking fundamentals

Troubleshooting

Linux expertise

Cloud networking

Escalation handling

Education

Bachelor's Degree in Computer Engineering or equivalent

Tools

IXIA

tcpdump

Wireshark

iPerf3

Job description

Alkira is seeking an Escalation Engineer to join our US-based team. You will own root-cause analysis for critical customer problems and work with Engineering and Customer Success to drive fast, thorough resolutions.

This full-time role requires deep networking knowledge, strong communication, and the ability to operate during Pacific or Mountain Time hours. On-call escalation will be required as part of the role.