Escalation Engineer

Job not on LinkedIn

🕒 September 29

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 38%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Alkira

WebsiteAll Job Openings

- employees

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

Alkira is a cloud networking company that provides a network-as-a-service platform to connect enterprise sites, data centers, and public cloud networks with a single, software-defined overlay. It offers a cloud-native approach to building, managing, and securing multi-cloud and hybrid-network connectivity, delivered as a managed/SaaS service to enterprise and service provider customers.

📋 Description

• Own root cause analysis for critical customer problems and serve as the point of contact with Engineering and Customer Success • Troubleshoot and resolve technical issues escalated from the Customer Success team • Identify, test, reproduce, and report bugs; work with Engineers to assist with fixes and verify fix versions • Provide ideas and assist with creating documentation and training material for external and internal Support Center content • Maintain clear, concise, and positive communication for all cases, including timely follow-ups with customers, team members, and engineers • Learn the latest features and offerings from Alkira • Work with the internal QA team to address gaps in testing and automation • Provide feedback and guidance to development teams for new features and improvements • Provide escalation support during off hours; on-call participation is required

🎯 Requirements

• Currently located in India • 4+ years of experience in Technical Support, Network Engineering, Solution Design, or Network Implementation • Strong networking fundamentals and advanced troubleshooting expertise in TCP/IP, Routing and Switching, Tunneling Technologies, Network Security Protocols, and QoS (Quality of Service) • Hands-on experience with Linux administration, including system logs, kernel logs, and network configuration • Proficiency with Wireshark, tcpdump, iPerf3, and IXIA • Experience with Python scripting for automation and troubleshooting • Familiarity with Infrastructure-as-Code (IaC) tools such as Terraform • Strong analytical and problem-solving skills with the ability to lead complex technical investigations • Excellent written, verbal, and interpersonal communication skills • Customer-first mindset with a passion for delivering exceptional technical support • Bachelor's degree in Computer Engineering, Computer Science, Information Systems, or equivalent experience • Preferred: experience with public cloud networking technologies in AWS, Microsoft Azure, or Google Cloud Platform (GCP) • Preferred: knowledge of cloud-native architectures, containers, Kubernetes, REST APIs, and database technologies • Preferred: experience supporting or deploying SD-WAN solutions, load balancers, firewalls, and large-scale enterprise networks • Preferred: experience in large-scale network design and deployment environments • Preferred: strong documentation skills and experience creating technical knowledge articles and operational runbooks • Background screening may include criminal records, motor vehicle reports, and/or drug screening, depending on position requirements

🏖️ Benefits

• Great benefits • Equal employment opportunities • Background screening and case-by-case evaluation of background results • Applicant privacy and data-protection processes

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