Escalation Engineer

Alkira is a fast-growing cloud networking company that is transforming the way enterprise networks are deployed and managed.

As we continue to reinvent networking for the multi-cloud era and as our customers continue to grow with us, we are expanding our Escalations team in the US.

We're looking for an Escalation Engineer 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 experienced by our highest-value customers 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.

• Own root cause analysis for critical customer problems - be the point of contact that works with the Engineering and Customer Success team.
• Provide support to troubleshoot and resolve technical issues that have been escalated from customer success team
• Identify bugs, test, reproduce, report and work with the Engineers to assist with a fix and test/verify fix versions
• Provide ideas and assist with creation of documentation and training material for external and internal Support Center content
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
• Learn in-depth the latest features and offering from Alkira
• Work with the internal QA team to cover any gaps in testing and automation.
• Work with development teams to provide feedback and guidance for new features/improvements.
• Provide escalation support during off hours - on call will be required