R&D Escalations Engineer - DevOps

As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization. 

• Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products 
• Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers 
• Create and implement any necessary diagnostic tools, patches, and fixes 
• Develop a working solution based on the root cause you discover, or escalate to R&D teams 
• Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue 
• Identify patterns in escalated customer issues, and then design and implement solutions for our customers 
• Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product 
• Train Technical Support engineers to help them resolve support cases more efficiently 

• Previous experience as DevOps engineer/SRE/Support engineer/Escalation engineer . 
• Experience in running Kubernetes  
• Previous background in Linux. 
• Excellent verbal and written communication skills (including technical writing) 
• Ability to communicate effectively, responsibly and respectfully with customers 
• Experience with monitoring distributed systems and virtualization. 
• ELK , Grafana , Prometheus , Loki, monitoring tools 
• NGINX and NGINX ingress controller configuration 
• Previous background in DB administration such as Postgres, Mongo, Cassandra, Kafka. 
• Development skills in Bash -must 
• Development skills in Go -Advantage.