Sr. Escalation Engineer

Own and rapidly resolve critical, multi-platform system escalations involving hardware, software, networking, and environment factors to restore enterprise storage services and ensure customer business continuity.

Mentor support teams through case triage, technical trainings, and documentation to improve team resolution capabilities and velocity.

Collaborate with Product Engineering by providing customer insights and feedback to drive product reliability, and lead high-visibility customer communications during escalations.

Technical expertise in end-to-end troubleshooting and root cause analysis in multi-vendor environments including Linux/Windows administration, AWS, REST APIs, virtualization (VMware, Hyper-V), and enterprise storage protocols (NFS, S3, SMB).

In-depth knowledge and hands-on skills in enterprise networking and core protocols (DNS, HTTP, SSL, TCP/IP), including diagnosing replication, performance, and capacity issues.

Proven experience leading technical crises, multi-stakeholder escalation calls, and communicating complex issues clearly to customers.

Work Experience Required: Not explicitly mentioned in the JD; must be able to work from Bangalore office as in-office environment.

Experienced troubleshooting leader capable of managing high-impact escalations in enterprise-scale, multi-platform IT storage and networking environments.

Effective cross-functional collaborator comfortable interfacing between support teams, customers, and product engineering to improve product quality and customer satisfaction.

Skilled mentor and technical communicator capable of elevating team knowledge and producing customer-facing knowledge base content and training programs.