Cloud Native Escalation Engineer

Bangalore · India (Bangalore - 1 Sobha) · 10+ years experience · Onsite · Posted Oct 8, 2026

At a glance

This is a senior technical role within the Technical Services COE team at Portworx by Everpure.
As a Portworx Escalation Engineer (EE), you will tackle intricate customer issues, serving as the final support tier before escalation to development.
The primary aim of this role is to minimize escalations to the Development team, identify opportunities for improvement, and prevent future escalations.

Offer technical expertise throughout all phases of the Portworx case management process for issues encountered in the field.
Provide initial code review and analysis of current issues.
Resolve escalated service requests while maintaining a high level of service engagement, communication, and composure.
Collaborate with customers and cross functional team members to troubleshoot and resolve escalated cases.
Act as the conduit between Technical Services and Engineering teams.
Proactively identify and resolve systemic issues in the field.
Mentor and coach TSEs and cross functional team members.
Assume ownership of communications for assigned issues, ensuring clarity and professionalism.
Share and document knowledge through FAQ/KB articles, both internal and customer-facing.
Participate in a weekly on-call rotation.

CKA certification is required.
Experience with one or more devops tools like Ansible, Chef, Puppet, Terraform is required.
Technical expertise with one or more cloud providers (such as AWS, GCP, or Azure) is essential.
Proficiency in Portworx, Kubernetes, Docker, Tanzu, VMware container solutions.
Bachelor's degree in Computer Science (Master's preferred) or a minimum of eight years of experience in customer-facing technical support work.
Experience in supporting SaaS products, with working knowledge of Portworx.
Demonstrated working experience supporting vSphere, Kubernetes, Containers, and Public Cloud platforms.
Strong understanding of GoLang.
Minimum of 10 years experience in supporting production applications either on premises or in a cloud environment.

We are primarily an in-office environment and therefore, you will be expected to work from the Bangalore office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

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