Senior Escalation Engineer

Job not on LinkedIn

🕒 July 16

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🏄 California – Remote

🏄 California – Remote

💵 $132.2k - $220.4k / year

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 58%

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

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2023

🏠 Real Estate

💼 Consulting

Real Estate • Consulting

Alkira is a Dubai-based private real estate advisory and luxury brokerage focused on Dubai's ultra-prime residential and commercial market. The firm positions itself as a discreet, high-touch custodian for high-net-worth and institutional clients, offering services including property acquisition and disposal (off-market and listed), leasing, valuation, marketing, and investment advisory (including mortgage modelling and financial analysis). Alkira emphasizes exclusivity, off-market access, regulatory accreditation (RERA, Dubai Land Department), and a data-driven, client-confidential approach to securing landmark residences and commercial assets across Dubai's established districts.

📋 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; collaborate with Engineers on fixes and verify fix versions • Contribute to documentation and training material for external and internal Support Center content • Maintain clear, concise, positive, and timely communication with customers, team members, and engineers • Learn the latest Alkira features and offerings • Work with the internal QA team to address testing and automation gaps • Provide feedback and guidance to development teams on new features and improvements • Provide escalation support during off hours through an on-call rotation • Support technical issues for Alkira's highest-value customers that cannot be resolved through the normal Support process • Work closely with customers and internal teams on day-2 activities

🎯 Requirements

• Minimum 8+ years of experience in technical support, design or implementation • Strong networking fundamentals and expert troubleshooting skills with Routing, Tunneling and Security protocols, QoS, and TCP/IP • Prior experience with AWS, Azure, or GCP cloud networking is a plus • Knowledge of Python, Terraform, or other scripting is a plus • Conceptual knowledge of cloud-native architecture, Kubernetes, REST APIs, and various databases • Advanced Linux experience, including checking kernel logs and configuring networking components • Experience with IXIA, tcpdump, Wireshark, and iPerf3 • Ability to learn new features and technologies as the industry evolves • Strong leadership ability in managing complex engagements • Strong analytical, triage, and out-of-the-box thinking skills • Excellent oral, written, interpersonal, and customer service skills • Passion for exceptional customer support • Prior experience in large-scale network design/deployment is a plus • Ability to work in a fast-paced, team-oriented environment • Ability to proactively create and publish knowledge articles and internal troubleshooting guides • Bachelor's Degree in Computer Engineering, Management Information Systems, or equivalent degree/experience • Ability to provide escalation support during off hours; on-call rotation required • Ability to work during Pacific or Mountain Time hours • Candidates must be based in the United States or Canada

🏖️ Benefits

• Great benefits • Equal employment opportunities • Background screening information and fair-chance consideration • Supportive, collaborative, and connected work culture • Shared accountability and clear expectations

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