Captions

• Own root cause analysis for critical customer problems - be the point of contact that works with the Engineering and Customer Success team. • Provide support to troubleshoot and resolve technical issues that the customer success team has escalated. • Identify bugs, test, reproduce, report and work with the engineers to assist with a fix and test/verify fix versions. • Provide ideas and assist with creating documentation and training material for external and internal Support Center content. • Maintain clear, concise, and positive communication for all cases in a timely and efficient manner, including follow-ups with customers, team members, and engineers. • Learn in-depth the latest features and offerings from Alkira. • Work with the internal QA team to cover any gaps in testing and automation. • Work with development teams to provide feedback and guidance for new features/improvements. • Provide escalation support during off-hours on-call will be required.

• Develop robust and high quality code in C, Golang or Python as the need arises. • Develop unit tests and for any new features that are developed. • Collaborate with QA and Automation to identify issues and improve features. • Understand how Alkira’s cloud networking solution is deployed and assist in periodic on call / escalation cycles.

• You will be responsible for the availability and integrity of the infrastructure that underpins Alkira’s Cloud Networking platform • You hold the production systems together; troubleshoot issues that arise in production deployment • Provide 24x7 coverage as a part of scheduled shift and on-call rotation • Work with multiple tools like Prometheus, Grafana, Jira etc. to monitor, manage, triage and document infrastructure issues in real time • Automate infrastructure deployment using CI/CD • Build necessary tools to evolve how we maintain and monitor our solution • Develop and execute system and integration test plans