Escalation Engineer

Job not on LinkedIn

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $100k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

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Captions

WebsiteLinkedInAll Job Openings

11 - 50 employees

👥 B2C

☁️ SaaS

B2C • SaaS • Analytics

Captions is a platform helping users track and discover the latest startups that are funded by top investors. It provides powerful filters and daily updates to keep users informed about industry trends and developments. Captions focuses on offering insights into a variety of industries, including AI/Machine Learning, Cybersecurity, e-Commerce, EdTech, FinTech, and many more. With a headquarters in New York, the company operates with a team of 11-50 employees and was founded in 2020. Captions is backed by notable investors and helps users earn and save by leveraging their data, with engagement levels comparable to popular social media platforms like Instagram and 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 have been escalated from customer success team • 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 creation of 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 offering 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

🎯 Requirements

• Minimum 3+ years of experience in technical support, design or implementation • Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP • Prior experience with AWS/Azure/GCP Cloud networking a plus • Knowledge of Python, Terraform or other scripting a plus • Conceptual knowledge of cloud native architecture with basic understanding of Kubernetes, REST APIs, various Databases. • Advanced experience with Linux - checking kernel logs and configuring networking components. • Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3. • 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. • Ability to provide escalation support during off hours - on call rotation will be required. • Ability to work during Pacific or Mountain Time hours.

🏖️ Benefits

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