Escalation Engineer

Escalation Engineer

Location: Pacific Time and Mountain Time zones only 

Alkira, Inc., a Network Infrastructure On-Demand company, is growing. As we continue to reinvent networking for the multi-cloud era and as our customers continue to grow with us, we are expanding our Escalations team in the US. We're looking for an Escalation Engineer to support the US West Coast regions (we'll only consider candidates in the Pacific Time and Mountain Time zones) and 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
• Prior experience with Load Balancers 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.

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 Network Infrastructure On-Demand, 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.

Alkira provides a unique value proposition by offering:

• On-demand network infrastructure as-a-service with integrated security and networking services available globally
• The ability to securely connect any cloud, any on-prem location, any remote user or app to any other point of presence
• Agility, elasticity, intelligence, security, and scale for traditional networking use cases
• A platform to build global, secure networks in minutes, eliminating the need to acquire hardware, manage physical circuits, and run software appliances or agents on-site

Join us on the multi-cloud networking journey. Click here to know more about how Alkira, Inc is reinventing networking! Also, check out other career opportunities at our careers site.

What we offer:

• Based on California pay transparency law, the annual salary range for this position is $100,000 - $160,000. Your actual base salary and level will be determined on a case by case basis and may vary based on the following considerations: job-related knowledge, skills, experience, education and location. Base salary is just one part of your total rewards package at Alkira.
• This is a great opportunity to be part of the multi-cloud networking industry
• Generous Healthcare Benefits package of medical, dental, and vision for employees and their dependents, including 100% employer-paid medical coverage for employees and 95% for dependents
• Flexible Time Off to encourage work/ life balance of employees, including vacation, sick days and parental leave
• Education Budget for professional development, such as online courses, books and certifications
• Remote Friendly - Employees work 100% Remote or Hybrid