Cloud Native Escalation Engineer
Core
Senior escalation engineer resolving complex customer issues for stateful container storage platforms, acting as the final support tier before development escalation.
Role type
Senior IC escalation engineer (cloud-native storage)
Builds
Distributed storage platform and integrated controls for stateful containers
Domain
Cloud-native infrastructure, container orchestration, storage systems
Deliverable
client delivery
Required skills
Kubernetes, Docker, GoLang, Terraform, Ansible, Chef, Puppet, vSphere, AWS, GCP, Azure, Portworx, CKA certification
Preferred skills
SaaS support experience, senior-level customer-facing role experience
Technologies
Kubernetes, Docker, Terraform, Ansible, Chef, Puppet, vSphere, AWS, GCP, Azure, Portworx
Responsibilities
Resolve escalated service requests and complex customer cases; provide initial code review and analysis; act as conduit between Technical Services and Engineering; proactively identify and resolve systemic issues; mentor and coach Technical Service Engineers; document knowledge via FAQ/KB articles; manage multiple concurrent support cases; participate in weekly on-call rotation.
Seniority
Senior, hands-on IC