Escalation Engineer

Alkira is transforming the way enterprises build and manage their global networks. Our Network Infrastructure as-a-Service platform delivers a simple, on-demand, and fully managed network solution that connects users, sites, and clouds with integrated security and operational visibility. We partner with leading cloud providers, service integrators, and technology vendors to help customers accelerate digital transformation. The Role We are hiring an Escalation Engineer to work on technical issues experienced by our highest-value customers. This is a full-time position with great benefits in a company that rewards innovation, respects diversity and encourages teamwork. You will be part of a team that is excited to support technical issues that cannot be resolved through the normal Support process. This role will work closely with customers and internal teams to resolve any day-2 related activities. Location: This is a 100% remote position located in India (no relocation, must currently reside in India to apply) Responsibilities: Own root cause analysis for critical customer problems - be the point of contact that works with the Engineering and Customer Success team. Provide support to troubleshoot and resolve technical issues that the customer success team has escalated. Identify bugs, test, reproduce, report and work with the engineers to assist with a fix and test/verify fix versions. Provide ideas and assist with creating documentation and training material for external and internal Support Center content. Maintain clear, concise, and positive communication for all cases in a timely and efficient manner, including follow-ups with customers, team members, and engineers. Learn in-depth the latest features and offerings from Alkira Work with the internal QA team to cover any gaps in testing and automation. Work with development teams to provide feedback and guidance for new features/improvements. Provide escalation support during off-hours on-call will be required. Requirements: Minimum 4+ years of experience in technical support, design or implementation. Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP. Working experience with Linux - checking kernel logs and configuring networking components. Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3. Prior experience working with Load balancers, SDWAN, Firewalls, etc, is a plus. Experience in Python programming. Knowledge of Terraform or other IaC tools. Prior experience with AWS/Azure/GCP Cloud networking is a plus. Conceptual knowledge of cloud-native architecture with a basic understanding of Kubernetes, REST APIs, and various Databases. Must have the ability to learn new features and technologies as the industry evolves. Strong leadership ability in managing complex engagements - a strong analytical mind and the ability to triage and think out of the box. Excellent communication (both oral, written, and interpersonal) and customer service skills are a must. Strong passion for providing exceptional support to our customers Prior experience in large-scale network designing/deployment is a plus Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team members. Proactively create and publish knowledge articles and internal troubleshooting guides. Bachelor's Degree in Computer Engineering, Management Information Systems or equivalent degree/experience. About Alkira Alkira was founded in 2018 by Amir and Atif Khan, the visionary computer networking team that created the multi-billion-dollar SD-WAN market with the founding of Viptela. Now, we have reinvented networking for the AI era by delivering Networking Infrastructure as-a-Service, the first global unified network infrastructure with on-demand hybrid and multi-cloud connectivity, integrated network and security services, end-to-end visibility, controls and governa