Lead Escalation Engineer (San Jose, CA)
Core
Lead resolution of complex, high-severity customer escalations for enterprise wireless, cloud-managed, and AI-native networking solutions, driving permanent fixes and automation.
Role type
Senior IC escalation engineer (networking)
Builds
Troubleshooting tools, automation, playbooks, and AI-assisted diagnostic workflows
Domain
Networking (Wireless/Wi-Fi 6/6E/7, Cloud, AI-native networks)
Required skills
Enterprise WLAN troubleshooting, Layer 2/3 networking, TCP/IP, Wireshark/tcpdump, Linux, Python, REST APIs, automation, telemetry analysis, AI/LLM tool usage
Preferred skills
CCNA/CCNP/CWNP, Wi-Fi 7 familiarity, Generative AI workflows, cloud environments (AWS/Azure)
Technologies
Wireshark, tcpdump, Linux, AWS, Azure, Python, REST APIs, LLMs, ChatGPT, Claude, Gemini, GitHub Copilot
Responsibilities
Own complex customer escalations from triage to root-cause resolution; lead technical investigations and war rooms; analyze telemetry, logs, and packet captures; drive defects through engineering with clear RCA; build automation and AI-assisted diagnostic workflows; mentor teams on proactive operations
Seniority
Senior, hands-on IC
