Escalation Engineer

Role

We are looking for a Escalation Engineer to join our team in a hybrid capacity based in Bangalore, reporting to the Senior Manager, Product Support within our Support department. The ideal candidate will function as the highest level of technical support within the TAC, responsible for resolving the most complex and critical issues escalated from Level I and Level II support engineers.

What you'll do (Role Expectations)

• Own and drive resolution of escalated customer issues and critical situations, ensuring timely, high-quality outcomes
• Work on critical customer cases and resolve them within established/expected resolution timelines (SLAs/OLAs), providing clear status and action plans throughout
• Participate in a 24x7 support operation, including an on-call rotation (as required) and Collaborate with Engineering to support customer testing efforts and accelerate troubleshooting and resolution
• Reproduce customer-reported issues in controlled environments to validate defects and provide clear, actionable findings to Engineering and Operations
• Create and maintain technical knowledge base/support database entries to document troubleshooting steps and resolutions when content does not already exist

Who You Are (Success Profile)

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what's needed, navigating seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You embrace our challenge culture by giving and receiving ongoing feedback-knowing that candor delivered with clarity and respect is the truest form of teamwork.
• You are customer-obsessed. You build deep empathy for the customer and anchor your decisions in solving their real-world problems. You champion their needs from start to finish, knowing their success is our success.
• You operate with urgency. You understand that in a high-growth environment, speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action to win for the customer and the team.

What We're Looking for (Minimum Qualifications)

• Bachelors with 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
• A strong professional drive to thrive in a high-pressure environment of daily escalations and a genuine passion for resolving complex technical challenges for customers
• Proficiency in troubleshooting network issues using standard diagnostic tools (e.g., Ping, Traceroute, MTR, etc.)

What Will Make You Stand Out (Preferred Qualifications)

• Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc
• 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
• Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications

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