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Department: R&D
Location: India

Description

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

Requirements

  • At least 2 years of experience as a backend developer, coding with Java (Spring, Hibernate) or C++
  • Proficient in SQL
  • Knowledge with Linux
  • Knowledge of distributed applications
  • Excellent troubleshooting skills and a proactive, accountable mindset
  • Excellent verbal and written communication skills (including technical writing)
  • Ability to communicate effectively, responsibly and respectfully with customers
  • Previous experience working in an escalation support or customer-facing engineering role – an advantage
  • Familiarity with observability tools (e.g., logs, metrics, traces) – an advantage
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