Senior Escalation Engineer

virtual vocationsNew York, NY

3 days ago

Occupations

Network and Computer Systems Administrators Computer Systems Engineers/Architects Computer Network Support Specialists

Industries

Computer Systems Design Services Custom Computer Programming Services Other Computer Related Services

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About the role

Leading complex customer investigations, the full-time Senior Escalation Engineer will provide 24-hour support coverage to restore services quickly, utilizing logs and network data while coordinating with Engineering and Product teams in a remote environment.

Key responsibilities: Manage high-impact customer investigations through various communication channels to ensure swift service restoration Coordinate escalations with Engineering and Product teams, providing evidence and recommendations for timely issue resolution Create automation scripts and documentation to enhance resolution consistency and mentor engineers within the teamRequired qualificationsBachelor's degree with 12 years of experience in a technical field, or a Master's with 8 years, or a PhD with 5 years of related experience 5+ years in technical support, network engineering, customer engineering, or site reliability 3+ years troubleshooting cloud services or enterprise applications using logs and monitoring data 2+ years leading investigations of customer technical issues and documenting findings Experience troubleshooting at least three of the following: DNS, HTTP/HTTPS, TCP/IP, routing, proxy servers, or single sign-on

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JOB OVERVIEW

Experience level

Senior

Location

New York, NY

Occupation

Network and Computer Systems Administrators

Industry

Computer Systems Design Services

Posted

3 days ago

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