Job Title: Solution and Escalation Engineer
Job ID: 2120
Job Location: Bangalore

Job Description:

As a Solutions & Escalation Engineer you will be providing Expert level of Technical Support to customers, Level 1 and Level 2 Technical Support Engineers in isolating, diagnosing, reproducing and fixing highly complex technical issues in a timely manner. To be successful in this role, you must possess strong technical product knowledge, problem solving and outstanding customer service skills. Also you will serve as a mentor and escalation point for the team and customers.

Responsibilities:

  • Be a Subject Matter Expert (SME) and escalation point of contact for global support team
  • Add value to the case resolution process with the technical/product knowledge and customer handling skills.
  • Do technical review of cases worked by the Level 1 and Level 2 Technical Support Engineers and provide quality feedback for improvement
  • Escalate, Participate and influence cross functional teams facilitating quicker problem resolution
  • Review, Own and drive stubborn problems thru resolution
  • Provide constructive feedback influencing the tools/product roadmaps.
  • Participate as technical expert in product marketing meetings, and support readiness project work.
  • Determine methods and procedures to be implemented and used on the most complex new technologies to enhance performance. Determine approach for customer, based on assessments of customer needs.
  • Mentor and train Level 1 and Level 2 engineers on new features/technologies and improve the quality of escalation
  • Drive the Tech-Talk sessions within the team and foster technical learning culture
  • Contribute technical content to Aryaka leading Deployment Guides, Knowledge Base, FAQ’s etc.
  • Identify challenge areas and suggest methods to improve TSE’s response
  • Participate/conduct training sessions to help improve overall technical skill set of the team
  • Participate in Technical Discussion with other teams. Provide Design Recommendations & Alternatives
  • Formulate technical action plans for analysing and resolving problems related to the product deployment
  • Ensure the workload balance during the shift hours
  • Track and ensure high productivity levels
  • Motivate the team to take initiatives, provide feedback on tools, process etc
  • Drive customer and POP upgrades, participate in release roll out discussion and track releases
  • Motivate the team to take initiatives, provide feedback on tools, process etc.
  • Drive continuous learning, results orientation and teamwork.

Technical Skills

Networking: OSI Layer, Knowledge of Data Center grade Switches, Routers, Firewalls, Cloud Security, DC Architecture, TCP/IP Suite & UDP, IPSec, SSL, HTTPs , CDN, Cloud solutions e.g. AWS, Azure, GCP etc, OS: Knowledge of Windows and Linux (any flavour) preferred. Experience in scripting languages e.g Python

Qualifications (Education and Experience):

  • A Bachelor’s degree in Computer Science or Engineering, 8+ years of related work experience