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VAST Data is seeking a Technical Escalation Engineer to join its growing infrastructure operations team supporting the AI era. This is a 24/7 network operations center (NOC) role responsible for monitoring and maintaining the health and performance of VAST's fleet of installed clusters across data centers, edge, and cloud environments.
In this role, you will monitor clusters using internal monitoring tools to detect and troubleshoot issues promptly. You'll respond to alerts and incidents in real-time, following standard operating procedures and escalation processes. Your responsibilities include performing initial investigation and diagnosis of problems, escalating complex issues to the support team, and documenting incidents with full details, troubleshooting steps, and resolutions in the incident tracking system.
You will collaborate closely with Support, R&D, Account teams, and customers to ensure effective incident resolution and clear communication throughout the process. Routine checks and audits to identify potential problems or vulnerabilities are part of your regular duties. You'll also assist with implementing infrastructure changes and updates as directed by team leads, and contribute to Root Cause Analysis documentation delivered to customers within prescribed timelines.
This position requires shift-based work schedules including nights, weekends, and holidays to provide continuous 24/7 coverage. Flexible shift options include Wednesday–Saturday, Sunday–Wednesday, or Monday–Friday. You'll maintain up-to-date knowledge of VAST Data Platform technologies through prescribed hands-on training modules and adhere strictly to security protocols to ensure confidentiality, integrity, and availability of network and system data.
The ideal candidate has proven experience as a NOC Operator or in a similar network monitoring role. You should possess superior written and verbal communication skills to interact with both technical and non-technical stakeholders, strong understanding of networking concepts and protocols (TCP/IP, SNMP, DHCP, DNS), and excellent problem-solving and analytical abilities. You must be comfortable working independently and collaboratively, detail-oriented with accurate documentation practices, and committed to continuous learning and self-improvement.
