Escalation Engineer

Emploi pas sur LinkedIn

🕒 il y a 2 mois

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Recevoir des emails pour des emplois à distance

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

Captions

Site WebLinkedInTous les Emplois

11 - 50 employés

👥 B2C

☁️ SaaS

B2C • SaaS • Analytics

Captions est une plateforme aidant les utilisateurs à suivre et découvrir les dernières startups financées par les principaux investisseurs. Elle propose des filtres puissants et des mises à jour quotidiennes pour tenir les utilisateurs informés des tendances et des évolutions du secteur. Captions se concentre sur la fourniture de perspectives dans divers secteurs, y compris l'IA/Machine Learning, la Cybersécurité, le E-Commerce, l'EdTech, la FinTech, et bien d'autres. Avec un siège social à New York, l'entreprise fonctionne avec une équipe de 11 à 50 employés et a été fondée en 2020. Captions est soutenue par des investisseurs notables et aide les utilisateurs à gagner et économiser en exploitant leurs données, avec des niveaux d'engagement comparables à ceux des plateformes de médias sociaux populaires comme Instagram et Twitter.

Description

• 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 the customer success team has escalated. • 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 creating 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.

🎯 Exigences

• Minimum 4+ years of experience in technical support, design or implementation. • Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP. • Working experience with Linux - checking kernel logs and configuring networking components. • Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3. • Prior experience working with Load balancers, SDWAN, Firewalls, etc, is a plus. • Experience in Python programming. • Knowledge of Terraform or other IaC tools. • Prior experience with AWS/Azure/GCP Cloud networking is a plus. • Conceptual knowledge of cloud-native architecture with a basic understanding of Kubernetes, REST APIs, and various Databases. • Must have the ability to learn new features and technologies as the industry evolves. • Strong leadership ability in managing complex engagements - a strong analytical mind and the ability to triage and think out of the box. • Excellent communication (both oral, written, and interpersonal) and customer service skills are a must. • Strong passion for providing exceptional support to our customers. • Prior experience in large-scale network designing/deployment is a plus. • Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team members. • Proactively create and publish knowledge articles and internal troubleshooting guides. • Bachelor's Degree in Computer Engineering, Management Information Systems or equivalent degree/experience.

🏖️ Avantages

• great benefits • rewards innovation • respects diversity • encourages teamwork