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Tufin

Applications Escalation Engineer

Posted 3 Days Ago
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Remote or Hybrid
Hiring Remotely in India
Junior
Remote or Hybrid
Hiring Remotely in India
Junior
As an Escalation Engineer, you'll troubleshoot customer issues escalated from support, implement solutions, and coordinate with R&D for resolution. You'll create diagnostic tools and enhance Technical Support engineers' skills.
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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

Top Skills

C++
Distributed Applications
Hibernate
Java
Linux
Observability Tools
Spring
SQL

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