Sr. Escalation Engineer

Overview

As a Sr. Escalation Engineer on the FlashBlade team, you will serve as the premier technical authority driving customer trust and operational stability across complex, enterprise-scale storage environments.

What you'll do

• Take end-to-end ownership of critical, multi-platform system issues, evaluating hardware, software, networking, and environmental factors to rapidly restore service, perform root-cause analysis, and protect customer business continuity.
• Mentor and coach support team members through joint case triage, structured technical trainings, and internal documentation.
• Partner directly with Product Engineering to relay real-world system behavior so customer feedback, feature enhancements, and bug fixes feed back into core product design.
• Facilitate high-visibility multi-participant calls during hot escalations.
• Author clear, concise customer-facing communications and technical KB articles.

What you'll need

• End-to-end technical troubleshooting and root-cause analysis expertise across multi-vendor environments.
• Linux/Windows administration experience.
• Cloud architecture experience (AWS).
• REST API services experience.
• Virtualization experience (VMware, Hyper-V).
• Enterprise storage protocol experience (NFS, S3, SMB).
• In-depth understanding of enterprise networking and systems architecture.
• Hands-on proficiency in core protocols (DNS, HTTP, SSL, TCP/IP).
• Experience diagnosing complex networking, replication, performance, and capacity issues.
• Exceptional customer crisis management skills, with a proven ability to lead multi-stakeholder technical calls and de-escalate high-pressure situations.
• Ability to translate complex engineering concepts into concise strategic communications.
• Strong commitment to team enablement, peer mentorship, and continuous learning.
• Track record of creating high-value knowledge base content and technical training programs.

Details

• Location: Bangalore, India.
• Primarily an in-office role; you will be expected to work from the Bangalore office in compliance with company policies, unless on PTO, work travel, or other approved leave.