Escalation Engineer

THE ROLE

At Portworx by Everpure, our product enables stateful containers in production, and we've been recognized as a Gartner Cool Vendor. Our technology encompasses a distributed storage platform and integrated controls with container schedulers such as Kubernetes, Mesosphere, Rancher, Nomad, and Docker Swarm. Our diverse customer base ranges from Global 2000 enterprises to cloud-native startups, running workloads on-premises and in public clouds.

WHAT YOU'LL DO

This is a senior technical role within the Technical Services COE team. As a Portworx Escalation Engineer (EE), you will need to tackle the most intricate and challenging customer issues, serving as the final support tier before escalation to development. You will offer technical expertise and troubleshooting assistance to Technical Service Engineers (TSEs) to resolve our most complex cases. If an issue persists or requires a code fix, you will effectively engage and communicate with development resources to identify root cause and present findings to our TSEs and customers to ensure timely resolution with the highest quality of service. The primary aim of this role is to minimize escalations to the Development team, identify opportunities for improvement, and to prevent future escalations from occurring. 

This position is well-suited for a support professional with robust interpersonal skills, seeking a dynamic, high-performance, entrepreneurial work environment. The ideal candidate should embrace the unpredictable nature of daily work in a rapidly expanding business.

• Offer technical expertise throughout all phases of the Portworx case management process for issues encountered in the field.
• Provide initial code review and analysis of current issues. 
• Resolve escalated service requests while maintaining a high level of service engagement, communication, and composure.
• Collaborate with customers and cross functional team members to troubleshoot and resolve escalated cases. 
• Act as the conduit between Technical Services and Engineering teams. 
• Proactively identify and resolve systemic issues in the field. 
• Mentor and coach TSEs and cross functional team members. 
• Assume ownership of communications for assigned issues, ensuring clarity and professionalism.
• Share and document knowledge through FAQ/KB articles, both internal and customer-facing. 
• Manage multiple projects/support cases concurrently. 
• Participate in a weekly on-call rotation. 
• Thrive as a team player in fast-paced and startup environments.
• We are primarily an in-office environment and therefore, you will be expected to work from the Bangalore office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

WHAT YOU BRING

We're looking for candidates with experience in supporting SaaS environments with a background in compute infrastructure, storage infrastructure, and container ecosystems, both on-premise and in the cloud. Technical expertise with one or more cloud providers (such as AWS, GCP, or Azure) is essential. Proficiency in Portworx, Kubernetes, Docker, Tanzu, VMware container solutions (CKA certification is required). Experience with one or more devops tools like Ansible, Chef, Puppet, Terraform is required. 

Your experience in a senior-level customer-facing role, providing various levels of technical guidance, will be pivotal. Furthermore, your ability to communicate effectively and work closely with our Product Development team for customer escalations will greatly contribute to the success of this role. You will be expected to resolve customer problems and escalations using appropriate resources.

• Bachelor's degree in Computer Science (Master's preferred) or a minimum of 8+ years of experience in customer-facing technical support work. 
• Experience in supporting SaaS products, with working knowledge of Portworx. 
• Demonstrated working experience supporting vSphere, Kubernetes, Containers, and Public Cloud platforms.
• Strong written, verbal, and collaboration skills.
• Strong understanding of GoLang.
• Minimum of 2 years experience in supporting production applications either on premises or in a cloud environment.

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