Escalations Engineer

We are looking for a talented Escalations Engineer to join our team

In this key role, you'll debug and implement solutions for complex customer problems, design tools and environments for debugging and supportability, and serve as the technical bridge between our engineering and delivery teams.

• 5+ years of hands-on experience in technical support, escalation engineering, or similar roles.
• BSc in Computer Science or equivalent technical discipline.
• Must have relevant background from companies in storage, networking, security, or cloud infrastructure.
• Strong knowledge of Linux; solid understanding of Windows and MacOS.
• Experience with SQL and database queries for debugging.
• Networking expertise, including packet captures and troubleshooting (CCNA or equivalent advantage).
• Familiarity with storage protocols (SMB, NFS) and file transfer systems.
• Strong log analysis and problem-solving skills.
• Excellent communication skills, with a customer-first mindset.

• Serve as the primary engineering contact for critical customer escalations, ensuring timely and effective resolution of complex technical issues.
• Debug, reproduce, and implement solutions for problems reported in customer environments.
• Build and maintain advanced test setups that simulate real-world customer scenarios.
• Analyze system logs, performance metrics, and network traces to identify root causes and drive permanent fixes.
• Collaborate closely with R&D to improve product supportability and overall reliability.
• Provide technical leadership and consulting to field engineers, delivery teams, and customers during escalations and product rollouts.
• Document findings, create technical knowledge articles, and contribute to internal tools and processes for continuous improvement.
• Lead post-incident reviews (RCA) and communicate insights to engineering and support stakeholders.
• Continuously expand knowledge of CTERA's products, storage protocols (SMB/NFS), file systems, and network topologies.