Escalation Engineer

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    "description": "<p><span style=\"color: rgb(34, 34, 34); font-family: helvetica; font-size: 12pt\"><a href=\"https://www.linkedin.com/company/alkiranet/?viewAsMember=true\" target=\"_blank\" rel=\"noopener noreferrer\">Alkira </a><span style=\"color: rgb(56, 49, 47)\">is transforming the way enterprises build and manage their global networks. Our Network Infrastructure as-a-Service platform delivers a simple, on-demand, and fully managed network solution that connects users, sites, and clouds with integrated security and operational visibility. We partner with leading cloud providers, service integrators, and technology vendors to help customers accelerate digital transformation.</span></span></p>\n<p><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-family: helvetica; font-size: 12pt; font-weight: bold\">The Role</span></p>\n<p><span style=\"color: rgb(34, 34, 34); font-family: helvetica; font-size: 12pt\">We are hiring an <span style=\"font-weight: bold\">Escalation Engineer </span>to 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 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. </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(9, 41, 51); font-family: helvetica; font-size: 12pt; font-weight: bold\"><span style=\"font-weight: bold\">Location:</span></span></p>\n<p><span style=\"color: rgb(9, 41, 51); font-family: helvetica; font-size: 12pt; font-weight: bold\"><span style=\"font-weight: bold\">This is a 100% remote position located in India (no relocation, must currently reside in India to apply)</span></span></p>\n<p><br></p>\n<p><span style=\"color: rgb(9, 41, 51); font-family: helvetica; font-size: 12pt; font-weight: bold\">Responsibilities: </span></p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Own root cause analysis for critical customer problems - be the point of contact that works with the Engineering and Customer Success team. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Provide support to troubleshoot and resolve technical issues that the customer success team has escalated. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Identify bugs, test, reproduce, report and work with the engineers to assist with a fix and test/verify fix versions. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Provide ideas and assist with creating documentation and training material for external and internal Support Center content. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Maintain clear, concise, and positive communication for all cases in a timely and efficient manner, including follow-ups with customers, team members, and engineers. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Learn in-depth the latest features and offerings from Alkira </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Work with the internal QA team to cover any gaps in testing and automation. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Work with development teams to provide feedback and guidance for new features/improvements. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Provide escalation support during off-hours on-call will be required. </span></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(9, 41, 51); font-family: helvetica; font-size: 12pt; font-weight: bold\">Requirements: </span></p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Minimum 4+ years of experience in technical support, design or implementation.</span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Strong networking fundamentals &amp; expert troubleshooting skills with Routing, Tunneling &amp; Security protocols, QoS, TCP/IP. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Working experience with Linux - checking kernel logs and configuring networking components.</span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Prior experience working with Load balancers, SDWAN, Firewalls, etc, is a plus. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Experience in Python programming. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Knowledge of Terraform or other IaC tools. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Prior experience with AWS/Azure/GCP Cloud networking is a plus. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Conceptual knowledge of cloud-native architecture with a basic understanding of Kubernetes, REST APIs, and various Databases. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Must have the ability to learn new features and technologies as the industry evolves.</span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Strong leadership ability in managing complex engagements - a strong analytical mind and the ability to triage and think out of the box. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Excellent communication (both oral, written, and interpersonal) and customer service skills are a must. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Strong passion for providing exceptional support to our customers </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Prior experience in large-scale network designing/deployment is a plus</span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team members. </span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Proactively create and publish knowledge articles and internal troubleshooting guides.</span></span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"color: rgb(34, 34, 34)\">Bachelor's Degree in Computer Engineering, Management Information Systems or equivalent degree/experience. </span></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt\"><span style=\"font-weight: bold\">About Alkira</span><span style=\"font-weight: bold\"><br></span></span></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt\">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 AI era by delivering Networking Infrastructure as-a-Service, 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.</span></p>\n<p><br></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">Why Join?</span></p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">This is a great opportunity to be part of a high-growth company pioneering the future of network infrastructure as a service</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Work alongside a world-class team of innovators and industry veterans</span><br></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Work with people who enjoy working together at an amazing work culture</span><br><br></li>\n</ul>\n<p><span style=\"font-family: helvetica; font-size: 12pt\">Click <a href=\"https://youtube.com/c/alkira\" target=\"_blank\" rel=\"noopener noreferrer\">here</a> to know more about how <a href=\"http://www.alkira.com/\" target=\"_blank\" rel=\"noopener noreferrer\">Alkira, Inc</a> is reinventing networking! Also, check out other career opportunities at our <a href=\"https://www.alkira.com/careers/\" target=\"_blank\" rel=\"noopener noreferrer\">careers site</a>.</span></p>",
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