Escalation Engineer

Overview

Escalation Engineer responsible for resolving complex and critical customer issues escalated from Level I and Level II support. The role supports networking or web security products and operates in a hybrid capacity.

What you'll do

• Own and drive resolution of escalated customer issues and critical situations.
• Resolve critical cases within established SLAs and OLAs.
• Provide customers with status updates and action plans.
• Participate in 24x7 support and on-call rotations as required.
• Collaborate with Engineering on customer testing and troubleshooting.
• Reproduce customer issues in controlled environments.
• Document troubleshooting steps and resolutions in the support knowledge base.

What you'll need

• Bachelor's degree.
• 8+ years of experience as a Support Engineer or Senior Support Engineer.
• Experience supporting networking or web security products.
• Experience handling critical escalations through successful resolution.
• Proficiency troubleshooting network issues with Ping, Traceroute, MTR, or similar tools.
• Curiosity about and active exploration of AI tools.
• Ability to work in a high-pressure environment involving daily escalations.

Nice to have

• Expertise in HTTP, SMTP, FTP, and DNS.
• Knowledge of SSL/TLS, VPNs, firewalls, and IDS/IPS.
• Knowledge of IPsec and VPN clients.
• Bachelor of Science in Computer Science or Engineering, or equivalent advanced industry certifications.

Details

• Hybrid role based in Bangalore or Mohali, India.
• 24x7 support operation with on-call rotation as required.