R&D Escalations Engineer - DevOps

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

• Previous experience as DevOps engineer/SRE/Support engineer/Escalation engineer .
• Experience in running Kubernetes
• Previous background in Linux.
• Excellent verbal and written communication skills (including technical writing)
• Ability to communicate effectively, responsibly and respectfully with customers
• Experience with monitoring distributed systems and virtualization.
• ELK , Grafana , Prometheus , Loki, monitoring tools
• NGINX and NGINX ingress controller configuration
• Previous background in DB administration such as Postgres, Mongo, Cassandra, Kafka.
• Development skills in Bash -must
• Development skills in Go -Advantage.