Senior Escalation Engineer

New

Skills

Cloud Platforms (AWS/Azure/GCP) Linux Administration Network Optimization Python Programming Root Cause Analysis (RCA) Security Certifications (CISSP/GIAC) TCP/IP Networking Virtualization (ESXi/Hyper-V) Wireshark Zeek Scripting

The Senior Escalation Engineer is responsible for driving technical resolution and serving as the primary contact for escalations and points of contact (POCs). This role requires deep-diving into root cause analysis (RCA) across various domains including Linux internals, hardware, and networking.

Key Responsibilities
  • Manage high-priority cases and orchestrate escalations with urgency.
  • Conduct deep-dive root cause analysis across Linux systems, hardware, and networks.
  • Advocate internally for customer needs, translating them into actionable feedback.
  • Deliver regular updates to stakeholders, ensuring adherence to service level agreements (SLAs).
  • Optimize network performance and recommend changes to improve reliability.
Required Skills & Qualifications
  • 5+ years of experience in post-sales support, troubleshooting, system administration, or security.
  • Proficient in UNIX/Linux administration, performance monitoring, and kernel tracing.
  • Strong understanding of TCP/IP fundamentals, routing, switching, VLANs, NAT, and VPNs.
  • Experience with cloud and virtualization platforms including AWS, Azure, GCP, ESXi, and Hyper-V.
  • Knowledge of Zeek scripting, Python, and Wireshark; CISSP/GIAC certifications are a plus.
  • Bachelor's degree in Computer Science, Electrical Engineering, Management Information Systems, or equivalent experience.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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