Escalations Engineer

Who we seek: 

We are looking for a skilled Escalations Engineer with programming knowledge looking to join a fast-paced, and high-energy escalations team. Working on resolving customer issues, designing large complex deployments, improving the products and training other tiers. Successful candidates will need to be very detail-oriented and organized and have excellent organizational and communication skills. They will need to be able to manage multiple, high-priority issues simultaneously and effectively lead a remote team to resolution.

What you’ll do:

• Troubleshooting complex software modules, working from written and oral issues as described by the technical support organization, sales organization, account managers, and customers themselves.
• Owning internal and external customer calls to provide technical insight into the issue experienced by the customer, and provide fixes and workarounds to alleviate field issues.
• Playing a key role in feature design activities and having in depth understanding of features.
• Develop and modify modules as part of implementing workarounds for issues or as a professional services enhancement.
• Work with QA and development teams to recommend resolutions, provide insights and make sure issues fixes are being properly implemented into the products.
• Actively partake in tech support training sessions, compiling materials and delivering them to other tiers.
  

What you’ll bring:

• Strong troubleshooting skills and methodological approach.
• Previous experience with customers (working directly and on-site visits).
• Excellent communication (written and oral) and teamwork skills.
• Demonstrated experience in writing code projects with Python and Java – major advantage
• Experience working with various data bases and with MongoDB – an advantage
• Knowledge in networking protocols and technologies: HTTP, SSL, TCP/IP, DNS, network components.
• Experience with Kubernetes and other container orchestration technologies – an advantage
• Demonstrated knowledge in working with Linux environments – installing, configuring networking, writing bash scripts, and more.
• Prior experience working in a commercial development environment: formal QA, best practices for development, schedules, processes, defect queues, code management, build environments.
• IT experience (large organizations – advantage).

What’s in it for you?

Our people are the foundation of our success, and we place a high priority on offering a wide range of benefits that make our team happier and healthier.

• Equity participation - everyone shares in our success
• Flexible work arrangements 
• Medical, Dental, Vision, 401k - that go into effect your first day

Our Values:

We look for people who embody our values - Care, Do,Try & Shine.

• Care - We care about our customers and each other
• Do - We do what it takes to make a positive impact
• Try - We try our best and we don’t give up
• Shine - We shine and make it our mission to always stand out

BigDiversity: We’re committed to creating a culture of inclusion, diversity, and equality – across race, gender, sexuality, disability and neurodiversity – where innovation and growth thrives, every voice is heard, and everybody belongs.

The annual base salary range is $125,000 – $145,000. Actual salaries will vary and are based on a candidate’s qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable/Bonus Compensation & Equity Incentives align with individual and company performance.

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