Job Summary
Alkira is growing and our Engineering team is looking for an Escalation Engineer (with preferred location in Pacific Time and Mountain Time zones ) to work on technical issues experienced by our highest-value customers. This is a full-time position with great benefits in a company that rewards innovation, respects diversity and encourages teamwork. You will be part of a team that is excited to support technical issues experienced by our highest-value customers that cannot be resolved through the normal Support process. This role will work closely with customers and internal teams to resolve any day-2 related activities.
Responsibilities:
- 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.
Location: US Remote, Pacific Time and Mountain Time Zone
About Alkira
Alkira was founded in 2018 by Amir and Atif Khan, the visionary computer networking team that created the multi-billion-dollar SD-WAN market with the founding of Viptela. Now, we have reinvented networking for the cloud era by delivering Cloud Area Networking, the first global unified network infrastructure with on-demand hybrid and multi-cloud connectivity, integrated network and security services, end-to-end visibility, controls and governance, all delivered as-a-service.
Join us on the multi-cloud networking journey. Click here to know more about how Alkira, Inc is reinventing networking!