Department: R&D
Location: India


Role Description & Responsibilities

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 


  • At least 3-5 year of previous experience as software/Automation developer, coding in java / C++ 
  • Knowledge with Linux 
  • Excellent troubleshooting skills 
  • Excellent verbal and written communication skills (including technical writing) 
  • Previous experience in technical support, QA, customer facing position – an advantage 
  • Ability to communicate effectively, responsibly and respectfully with customers