Cloud Native Escalation Engineer

Overview

Serve as a Portworx Escalation Engineer in the Technical Services COE, resolving the most intricate customer issues as the final support tier before development escalation. Minimize development escalations, identify root causes and improvement opportunities, and prevent future escalations.

What you'll do

• Offer technical expertise throughout all phases of the Portworx case management process for issues encountered in the field.
• Provide initial code review and analysis of current issues.
• Resolve escalated service requests while maintaining a high level of service engagement, communication, and composure.
• Collaborate with customers and cross functional team members to troubleshoot and resolve escalated cases.
• Act as the conduit between Technical Services and Engineering teams.
• Proactively identify and resolve systemic issues in the field.
• Mentor and coach TSEs and cross functional team members.
• Assume ownership of communications for assigned issues, ensuring clarity and professionalism.
• Share and document knowledge through FAQ/KB articles, both internal and customer-facing.
• Manage multiple projects/support cases concurrently.
• Participate in a weekly on-call rotation.
• Work as a team player in fast-paced and startup environments.

What you'll need

• Experience supporting SaaS environments with a background in compute infrastructure, storage infrastructure, and container ecosystems, both on-premise and in the cloud.
• Technical expertise with one or more cloud providers, such as AWS, GCP, or Azure.
• Proficiency in Portworx, Kubernetes, Docker, Tanzu, and VMware container solutions.
• CKA certification.
• Experience with one or more DevOps tools like Ansible, Chef, Puppet, or Terraform.
• Experience in a senior-level customer-facing role providing various levels of technical guidance.
• Bachelor's degree in Computer Science or a minimum of eight years of experience in customer-facing technical support work.
• Experience supporting SaaS products, with working knowledge of Portworx.
• Demonstrated working experience supporting vSphere, Kubernetes, Containers, and Public Cloud platforms.
• Strong written, verbal, and collaboration skills.
• Strong understanding of GoLang.
• Minimum of 10 years experience supporting production applications either on premises or in a cloud environment.

Nice to have

• Master's degree.

Details

• Work from the Bangalore office in a primarily in-office environment, in compliance with Everpure's policies, unless on PTO, work travel, or other approved leave.
• Participate in a weekly on-call rotation.