Senior Escalation Engineer

Traditional Responsibilities

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• Provides advance technical assistance to customers of small to medium size, scope, and/or political complexity - via phone, email and/or remote access, and other appropriate channels
• Performs sophisticated problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management
• Working closely with Engineering team to resolve product issues and understand the product goals
• Share product feedback back to the Engineering team and improving the product stability
• Achieving and adhering to established Service Level Agreements and Key Performance Indicators
• Validates and qualifies sophisticated customer issues and business impact which may require collaboration with team members or other vendors
• Gives to the knowledge base in the form of new or updated technical articles/documents passionate about issue resolution or prevention
• Documents cases, recommendations, and resolutions clearly in the CRM system
• Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments
• Weekend on-call work is considered overtime pay

We Require

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• Requires a University Degree or equivalent experience and a minimum of 5-7 years of prior relevant experience
• 5+ years supporting IT professionals

Skills and experience

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• Deep knowledge and understanding of Linux/Unix systems like RedHat, Centos.

• Good understanding of storage technologies like Logical Volume Manager, NFS, CIFS , Open iSCSI. Knowledge on the working of Cron, ext3, boot process, RPM installation, Log file analysis

• Good Understanding of any of the virtualization technologies like XenServer/VMWARE/ KVM/HyperV/VirtualBox

• apply advanced troubleshooting and isolating techniques with Linux OS boot up issues, High CPU, memory utilization, application crash.

• Understanding of networking concepts like IP addressing and subneting, NAT concept, VLANs, Routing and Switching fundamentals, TCP/IP and OSImodels, LAN/WAN technologies.

• Basic knowledge of Windows Operating System. Basic understanding of Windows AD domain, DNS, DHCP, etc

Good to Have

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• Good to have expertise on XenServer / Xen

• Understanding of Python / Shell scripting for code readability and writing scripts to automate tasks
• Knowledge of working with tools like JIRA , confluence
• Experience in a technical support environment or equivalent field experience is a plus.