Escalation Engineer
Tasks
- Collaborate with engineering on customer testing
- Document troubleshooting steps in knowledge base
- Drive resolution of critical situations
- Manage support cases within SLA
- Participate in 24x7 support on call
- Provide status and action plans
- Reproduce customer issues in controlled environments
- Resolve escalated customer issues
- Validate defects for Engineering and Operations
Perks/Benefits
- Education reimbursement
- Health plans
- Hybrid work model
- In-office perks
- Paid time off
- Parental leave
- Retirement options
Skills/Tech-stack
DNS | FTP | Firewall | HTTP | IDS/IPS | IPSec | MTR | Network Troubleshooting | Ping | SMTP | SSL/TLS | Traceroute | VPN
Education
N/A
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