Senior Engineer- Escalation Engineering

Hybrid Flexibility: Work remotely when you need focus time and join us onsite for high-impact collaboration and brainstorming sessions.

Operational Efficiency: Ensure technology solutions support efficient workflows and enable automation to improve operational effectiveness.

Empowered Culture: We value autonomy, creativity, and continuous learning—your ideas shape the future of technology in our organization.

Use your expertise in analytical triage to provide subject matter expertise in debugging and troubleshooting RHEV/RHEL, ESX, and Windows platforms issues as well as hardware issues.

Analyze problem and incident metrics to identify recurring trends, gaps in monitoring, and opportunities to eliminate toil.

Lead efforts to automate problem resolution and prevention using tools like ansible, PowerShell, and SCCM (System Center Configuration Manager) to reduce toil and unnecessary incidents.

Participate in weeklong on-call rotation to provide after-hours support.

Responsible for coordinating and running meetings to quickly restore service to the business, including working with business and technical users to perform root cause analysis and provide recommendations to prevent recurring issues.

Own opening and maintaining support cases with vendors like Microsoft, Broadcom (VMware), and HPE

Mentor others in our org as well as our technical call center by maintaining procedures, training materials, and general guidance for various application and infrastructure support teams, furthering the Infrastructure Escalation Engineering mission of increased uptimes on the systems that we support.

Provide clear communications for the business and leadership for debrief operations as well as steps to resolve ongoing issues.