At a glance
- Workplace
- Hybrid
- Location
- Bangalore, IND · Mohali, IND · Bangalore
About the role
- The Escalation Engineer serves as the highest level of technical support within the Technical Assistance Center (TAC).
- This role is responsible for resolving the most complex and critical issues escalated from Level I and Level II support engineers.
Responsibilities
- Own and drive resolution of escalated customer issues and critical situations.
- Resolve critical customer cases within established SLAs/OLAs.
- Provide clear status updates and action plans throughout the resolution process.
- Participate in a 24x7 support operation, including an on-call rotation.
- Collaborate with Engineering to support customer testing efforts.
- Reproduce customer-reported issues in controlled environments to validate defects.
- Provide clear, actionable findings to Engineering and Operations teams.
- Create and maintain technical knowledge base and support database entries.
Requirements
- Bachelors degree.
- 8 plus years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products.
- Proven experience in handling critical escalations and driving them to successful resolution.
- Demonstrated curiosity and active exploration of AI tools.
- Proven history of integrating new technologies to enhance daily workflows and augment problem-solving.
- Proficiency in troubleshooting network issues using standard diagnostic tools (e.g., Ping, Traceroute, MTR).
- Professional drive to thrive in a high-pressure environment.
Preferred qualifications
- Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency.
- Strong understanding of network security concepts and technologies (SSL/TLS, VPNs, Firewall, IDS/IPS).
- In-depth knowledge of VPN technologies, including IPsec and various VPN clients.
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks
Workplace
- Hybrid capacity.
- Based in Bangalore or Mohali.
Skills
- AI Tools
- Networking
- Web Security
- Ping
- Traceroute
- MTR
- SSL/TLS
- VPN
- Firewall
- IDS/IPS
- IPsec
