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Escalation & Technical Support Engineer
Drive communication between customers and engineering teams to resolve technical issues effectively.
Promontory E, California, United States
Mid-Level
4 weeks ago
✨ About The Role
- The Support and Escalation Engineer will be responsible for resolving complex customer technical issues.
- The role involves providing world-class support and mentoring newer team members.
- Daily responsibilities include troubleshooting, researching, and resolving issues using various tools and collaboration methods.
- The engineer will partner with engineering and field teams to facilitate customer issue resolution.
- The position requires creating and maintaining knowledge base articles to streamline future issue resolution.
âš¡ Requirements
- The ideal candidate will have enterprise escalation and technical support experience.
- Strong knowledge of L4-L7 protocols and web technologies such as HTTP/HTTPS/REST API is essential.
- A background in networking components, including routing, switching, and firewalls, is crucial for success in this role.
- The candidate should possess excellent communication, time management, and process adherence skills.
- A willingness to work on weekends or holidays is necessary to ensure coverage as per business needs.
Escalation & Technical Support Engineer
Promontory E, California, United States
Engineering
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