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Alkira, a Lumen company, is a fast-growing cloud networking platform transforming how enterprise networks are deployed and managed. We are expanding our Escalations team and seeking an Escalation Engineer to work on technical issues experienced by our highest-value customers.
In this role, you will be the point of contact for critical customer problems, working closely with Engineering and Customer Success teams to resolve complex day-2 technical issues that cannot be handled through normal support channels. You will own root cause analysis, troubleshoot and resolve escalated technical issues, identify and reproduce bugs, and collaborate with engineers on fixes and verification.
Key responsibilities include:
- Own root cause analysis for critical customer problems and serve as the primary point of contact between customers, Engineering, and Customer Success teams
- Provide technical support to troubleshoot and resolve escalated issues from the customer success team
- Identify bugs, test, reproduce, and report issues; work with engineers to assist with fixes and verify solutions
- Create and contribute to documentation and training materials for internal and external support content
- Maintain clear, concise, and positive communication across all cases with timely follow-ups
- Learn in-depth the latest Alkira features and offerings
- Work with the internal QA team to identify testing and automation gaps
- Provide feedback and guidance to development teams on new features and improvements
- Provide escalation support during off-hours; on-call availability required
REQUIREMENTS:
- 4+ years of experience in Technical Support, Network Engineering, Solution Design, or Network Implementation
- Strong networking fundamentals and advanced troubleshooting expertise in TCP/IP, Routing and Switching, Tunneling Technologies, Network Security Protocols, and QoS
- Hands-on experience with Linux administration, including system logs, kernel logs, and network configuration
- Proficiency with network troubleshooting and performance analysis tools: Wireshark, tcpdump, iPerf3, IXIA
- Experience with Python scripting for automation and troubleshooting
- Familiarity with Infrastructure-as-Code tools such as Terraform
- Strong analytical and problem-solving skills with ability to lead complex technical investigations
- Excellent written, verbal, and interpersonal communication skills
- Customer-first mindset with passion for delivering exceptional technical support
- Bachelor's degree in Computer Engineering, Computer Science, Information Systems, or equivalent experience
PREFERRED QUALIFICATIONS:
- Experience with public cloud networking technologies in AWS, Microsoft Azure, or Google Cloud Platform
- Knowledge of cloud-native architectures, containers, Kubernetes, REST APIs, and database technologies
- Experience supporting or deploying SD-WAN solutions, Load Balancers, Firewalls, or large-scale enterprise networks
- Experience in large-scale network design and deployment environments
- Strong documentation skills and experience creating technical knowledge articles and operational runbooks
