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As an Escalations TL, you will lead a team to resolve customer issues escalated by Technical Support, analyze complex problems, and collaborate with R&D to implement solutions.
Top Skills:
ElkGoGrafanaHibernateJavaKubernetesLinuxLokiNginxPrometheusRest ApisSpring
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As an R&D Escalations Engineer, resolve customer issues escalated to R&D by troubleshooting, diagnosing, and implementing solutions while collaborating with support and development teams.
Top Skills:
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Security • Cybersecurity
The job requires managing multiple public cloud environments, architecting solutions, and administering Linux and Windows servers with focus on virtualization and cost management.
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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
- 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.
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To locals, it's no secret that South India is leading the charge in big data infrastructure. While the environmental impact of data centers has long been a concern, emerging hubs like Chennai are favored by companies seeking ready access to renewable energy resources, which provide more sustainable and cost-effective solutions. As a result, Chennai, along with neighboring Bengaluru and Hyderabad, is poised for significant growth, with a projected 65 percent increase in data center capacity over the next decade.
