Your AI-powered creative studio.
Escalation Engineer
Location
India
Posted
82 days ago
Salary
0
Seniority
Senior
Job Description
Escalation Engineer
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.
Job Requirements
- Minimum 4+ years of experience in technical support, design or implementation.
- Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP.
- Working experience with Linux - checking kernel logs and configuring networking components.
- Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3.
- Prior experience working with Load balancers, SDWAN, Firewalls, etc, is a plus.
- Experience in Python programming.
- Knowledge of Terraform or other IaC tools.
- Prior experience with AWS/Azure/GCP Cloud networking is a plus.
- Conceptual knowledge of cloud-native architecture with a basic understanding of Kubernetes, REST APIs, and various Databases.
- Must have the ability to learn new features and technologies as the industry evolves.
- Strong leadership ability in managing complex engagements - a strong analytical mind and the ability to triage and think out of the box.
- Excellent communication (both oral, written, and interpersonal) and customer service skills are a must.
- Strong passion for providing exceptional support to our customers.
- Prior experience in large-scale network designing/deployment is a plus.
- Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team members.
- Proactively create and publish knowledge articles and internal troubleshooting guides.
- Bachelor's Degree in Computer Engineering, Management Information Systems or equivalent degree/experience.
Benefits
- great benefits
- rewards innovation
- respects diversity
- encourages teamwork
Related Guides
Related Categories
Related Job Pages
More Engineer Jobs
Mechanical Engineer (Python) - Freelance AI Trainer
MindriftApply → Pass qualification(s) → Join a project → Complete tasks → Get paid. Project time expectations: Tasks are estimated to require around 10–20 hours per week during active phases, based on project requirements; This is an estimate, not a guaranteed workload, and applies only while the project is active. Note: Rates vary based on expertise, skills assessment, location, project needs, and other factors. Higher rates may be offered to highly specialized experts. Lower rates may apply during onboarding or non-core project phases. Payment details are shared per project.
Please submit your CV in English and indicate your level of English proficiency. Mindrift connects specialists with project-based AI opportunities for leading tech companies, focused on testing, evaluating, and improving AI systems. Participation isproject-based, not permanent employment. What this opportunity involves While each project involves unique tasks, contributors may: - Design graduate- and industry-level mechanical engineering problems grounded in real practice. - Evaluate AI-generated solutions for correctness, assumptions, and engineering logic. - Validate analytical or numerical results using Python (NumPy, SciPy, Pandas). - Improve AI reasoning to align with first principles and accepted engineering standards. - Apply structured scoring criteria to assess multi-step problem solving. What we look for This opportunity is a good fit for mechanical engineers with an experience in python open to part-time, non-permanent projects. Ideally, contributors will have: - Degree in Mechanical Engineering or related fields, e.g. Thermodynamics, Fluid Mechanics, Mechanical Design, Computational Mechanics, etc. - 3+ years of professional mechanical engineering experience - Strong written English (C1/C2) - Strong Python proficiency for numerical validation - Stable internet connection Professional certifications (e.g., PE, CEng, PMP) and experience in international or applied projects are an advantage. How it works Apply → Pass qualification(s) → Join a project → Complete tasks → Get paid Project time expectations For this project, tasks are estimated to require around 10–20 hours per week during active phases, based on project requirements. This is an estimate, not a guaranteed workload, and applies only while the project is active. Compensation On this project, contributors can earn up to $55 per hour equivalent, depending on their level and pace of contribution. Compensation varies across projects depending on scope, complexity, and required expertise. Please note that other projects on the platform may offer different earning levels based on their requirements.
Virtualization Backup Engineer, French Speaker
Veeam SoftwareYour Single Backup and Data Management Platform for Cloud, Virtual and Physical
• Performing troubleshooting and analysis, including log file investigation • Acting as a technical focal point in relationships to fellow IT Professionals • Taking ownership of the customer problem or issue from the beginning of a support case through resolution, troubleshooting on our end (in Veeam) as well as in 3rd party components from Microsoft and Vmware, checking if the issue is known or unknown if it’s a defect if it’s caused by misconfiguration, correcting it as break/fix scenario and educating the customer by explaining for the process and interaction works • Documenting of all customer interactions accurately and within SLA in our CRM tool
• Provide fire safety guidance during the design and development of BESS enclosures and integrated energy storage solutions for global markets • Evaluate system layouts, battery configurations, fire detection and alarming, ventilation strategies from a safety perspective • Participate in product design reviews and collaborate with product and solution managers to ensure safety considerations are embedded early • Interpret and review third-party fire testing reports and modelling data to recommend design or process improvements • Support fire safety validation through internal and third-party test campaigns, including UL 9540A and IEC 62933-based evaluations • Support system integration testing activities related to fire safety systems • Monitor updates in fire safety codes and standards (e.g., NFPA 855, UL 9540A, BS/IEC ) relevant to energy storage products and technology across global markets • Maintain and update internal fire safety guidelines, technical notes, and design templates based on evolving standards and field experience • Lead continuous improvement initiatives related to safety documentation, including emergency response plans, fire protection strategies, and permitting support packages • Consolidate feedback from test results, project experience, and internal reviews into actionable improvements for future product iterations • Lead the review or drafting of fire safety documents, including safety manuals and safety training materials • Provide project-specific technical support on fire safety requirements, including code interpretations, layout reviews, and compliance documentation • Assist in preparing technical documentation for customer due diligence and local planning authority ( LPA ) submissions, specific to the technology and project design • Includes: Emergency Response Plan (ERP) , Hazard Mitigation Analysis (HMA) , Heat Flux Analysis (HFA) , Fire Risk Assessments (FRA) , Dangerous Substances Explosive Atmosphere Regulations (DSEAR)
Overview Colliers Engineering & Design is seeking an experienced OSP Designer II to join our Utility Design Engineering team! This position may be in-office or remote. Our UDE team works with industry-leading internet service providers across the United States to provide network engineering services. The OSP designer will be responsible for planning, designing, documenting and permitting proposed new outside plant backbone, middle mile FTTx, Passive Optical Network (PON, G-PON, XGS-PON), Centralized and Distributed Split Architecture and BAU build-outs. Responsibilities - Gather and utilize field data for railroad, waterway crossings, and controlled access permits. - Review jurisdiction documentation and field data to determine design within Right-Of-Way (i.e., wetlands, floodplains, highlands, pinelands, CAFRA, etc.). - Exhibit understanding of Telecom, Fiber - Outside Plant (OSP) design (FTTx, MDU, wiring diagrams, splicing schematics, equipment types, etc.) and design FTTx. - Network proficient in OSP route designs and simple modification designs. - Design/draft construction and permit drawings with minimal guidance. - Design Fiber-Optic network (FTTx) using ArcGIS software, or client designated software, with minimal supervision. - Determine efficient and cost effective path (aerial vs. underground) and construction methods (Bore, Plow, Trench, Micro-trench) for fiber optic cable. - Conduct QC review of junior staff work including constructability review. - Complete final QC of permit packages before submittal. - Create Bill of Materials. - Assist in preparing project proposals, including scope of work, fees and schedules. - Basic understanding of project finances. Qualifications - 5+ years' experience in linear utility engineering and design and/or fiber-optic/coaxial OSP experience required. - Bachelor's degree in electrical, mechanical, or civil engineering degree preferred. - Driver's license required. - Proficiency in ArcGIS and AutoCAD Civil 3D with the ability to design projects through completion. - Knowledge of local city, county, and state and utility permitting regulations preferred. - Have excellent written and verbal communication skills and be proficient in Microsoft Office. - Must be willing to travel. - Ability to read, write and understand English for purposes of comprehending written job-related communications and verbal instructions and interactions. What We Offer At Colliers Engineering & Design, our people are our most important resource. That’s why we are committed to providing all our employees with a safe, comfortable work environment, potential for career advancement, and the ability to impact society through their projects as well as Company sponsored activities. This dedication begins with supporting a work life balance through a generous compensation package that includes: company paid medical, dental, and vision coverage; paid pregnancy disability leave; short- and long-term disability insurance; life insurance; a company-matched 401(k)/Roth; paid time off that includes parental and military leave; employee referral and professional license bonuses and a straight time policy that compensates exempt employees for billable hours worked in excess of 40 billable hours within a work week. We have also created an internal culture that provides the resources and technology needed to encourage personal and professional growth opportunities through reimbursement for education; a free in-house resource for hundreds of educational and self-enrichment courses; mentorship program; wellness program; Women’s Organization and ongoing philanthropic opportunities. Apply today to learn how you can join our team of professionals, so we can help you Accelerate Your Success!


