Technical Escalation Engineer (Third Shift)

Drive Capital; North Carolina; On-site; USD 75,000 - 105,000; Full time

Job summary

VAST Data in RTP, North Carolina is seeking a Technical Escalation Engineer (Third Shift) to monitor and maintain health of installed clusters in a 24/7 environment.

You will respond to alerts, diagnose issues, document resolutions, and collaborate with Support, R&D, and customers to ensure rapid, clear communication.

This role emphasizes robust networking knowledge, rigorous documentation, and a commitment to continuous learning while providing reliable service around the clock.

Qualifications

• Experience as a NOC operator or in a network monitoring role.
• Excellent written and verbal communication for technical and non-technical stakeholders.
• Solid understanding of networking concepts and protocols.
• Ability to work independently and in a team.
• Willingness to work 24/7 shifts, including nights and holidays.

Responsibilities

• Monitor clusters using internal tools to detect and troubleshoot issues.
• Respond to alerts and incidents following SOPs and escalation processes.
• Perform initial investigation and escalate complex issues as needed.
• Document incidents with details, steps, and resolutions.
• Collaborate with Support, R&D, and customers to resolve incidents.
• Conduct routine checks to identify potential problems.
• Assist with changes to infrastructure as directed by leads.
• Contribute to Root Cause Analysis documentation and share with customers.
• Maintain up-to-date knowledge through training modules.
• Provide excellent customer service during incident resolution.

Skills

NOC Operator experience

Strong communication skills

Networking concepts

Problem-solving & analytical

24/7 shift willingness

Documentation skills

Job description

Technical Escalation Engineer (Third Shift)

• Customer Support
• RTP, North Carolina
• Full-time

Description

VAST Data is looking for a Technical Escalation Engineer to join our growing team!

This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.

"VAST's data management vision is the future of the market." - Forbes

VAST Data is the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, VAST takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.

Our success has been built through intense innovation, a customer-first mentality and a team of fearless VASTronauts who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our company’s growth and at a pivotal point in computing history.

Summary

As a Technical Escalation Engineer, you will be responsible for monitoring and maintaining the health and performance of our fleet of installed clusters. You will work in a 24/7 network operations center-style environment, ensuring the availability, reliability, and security of services. This role involves real-time monitoring, incident detection, incident management, incident resolution, and clear written and verbal communication with other teams and stakeholders.

The Role

• Monitor clusters using internal monitoring tools to detect and troubleshoot issues promptly.
• Respond to alerts and incidents in a timely manner, following standard operating procedures (SOPs) and escalation processes.
• Perform initial investigation and diagnosis of problems, escalating complex issues to support.
• Document incidents, including their details, troubleshooting steps, and resolutions in the incident tracking system.
• Collaborate with other teams, including Support, R&D, Account teams, and customers to ensure effective incident resolution and communication.
• Conduct routine checks and audits to identify potential problems or vulnerabilities.
• Assist with the implementation of changes and updates to the infrastructure as directed by team leads.
• Assist with writing Root Cause Analysis documentation, and delivering to customers within prescribed timelines.
• Participate in shift-based work schedules, including nights, weekends, and holidays, to provide 24/7 coverage.
• Maintain up-to-date knowledge of VAST Data Platform technologies via prescribed hands-on training modules.
• Adhere to security protocols and ensure the confidentiality, integrity, and availability of network and system data.
• Provide excellent customer service to internal and external stakeholders during incident resolution and communication.

Requirements

• Proven experience as a NOC Operator or in a similar network monitoring role is preferred.
• Superior communication skills, both written and verbal, to interact with technical and non-technical stakeholders.
• Strong understanding of networking concepts, protocols, and technologies (TCP/IP, SNMP, DHCP, DNS, etc.).
• Ability to work independently and collaboratively in a team-based environment.
• Excellent problem-solving and analytical skills, with the ability to multitask effectively.
• Willingness to work in a 24/7 shift-based environment, including nights, weekends, and holidays. Option for Wednesday – Saturday shift, Sunday -Wednesday, or Monday – Friday.
• Detail-oriented and committed to maintaining accurate documentation.
• Demonstrated commitment to continuous learning and self-improvement