CTERA Expands into Data Intelligence
Company | Careers

Escalations Engineer

Israel

Description

We are looking for a talented Escalations Engineer to debug and implement solutions for customer problems, design applications for debugging and supportability, and coordinate between the engineering and delivery teams.



Requirements


  • BSc in Computer Science from a recognized university with a strong understanding of object-oriented programming.
  • At least 5 years hands-on relevant experience.
  • Experience with SQL and running database queries for debugging.
  • Proficiency with Linux and a solid understanding of Windows and Mac OS.
  • Experience with storage protocols (SMB, NFS) is an advantage.
  • Proficient in networking, network-captures (preferably with a CCNA certification).
  • log analysis and big data experience
  • Excellent analytical and problem-solving skills with a strong commitment to customer satisfaction.
  • Fast-learner, self-motivated with ability to work in a high-pressure environment.


Responsibilities

  • Serve as a technical leader solving complex problems and challenging issues originating from customer environments.
  • Provide expert product technical leadership to field organizations and engineering, supporting worldwide sales, delivery, and customer satisfaction efforts.
  • Build, test, and maintain complex setups replicating real-world customer environments.
  • Act as the primary engineering contact for customer escalations, regularly interacting with T2/T3 Engineers to escalate cases and assist in troubleshooting.
  • Offer technical consulting and installation advice for product rollouts, ensuring product specifications are met.
  • Collaborate closely with the support organization and internal engineering groups.
  • Manage cases requiring detailed guidance on steps to reproduce, debugging options, and related performance metrics.
  • Develop and share knowledge to address serviceability and supportability issues.
  • Stay current with CTERA’s products, features, installations, tweaks, and test methodologies.
  • Continuously enhance your skills with Linux, Windows, Mac, storage, file transfer protocols, file systems, and network topologies.
  • Navigate complex customer topologies and find effective solutions.


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