Escalation Engineer
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Job Description
Escalation Engineer resolving critical Kubernetes and multi-cloud storage incidents for Everpure, a data-storage technology company. Bridging support and engineering through troubleshooting, bug fixes, and reliability improvements.
Responsibilities:
- Serve as the final escalation tier before core engineering for high-severity technical escalations
- Conduct deep troubleshooting and initial GoLang code reviews to resolve complex container storage incidents and maximize customer uptime
- Collaborate with Product Development to identify root causes, submit bug fixes, and deliver permanent product resolutions
- Coach and mentor Technical Services Engineers through paired troubleshooting and knowledge creation
- Publish knowledge-base articles and FAQs to reduce mean time to resolution
- Analyze telemetry and field trends to identify systemic vulnerabilities
- Translate operational insights into actionable feedback for product and engineering teams
- Participate in an on-call rotation
Requirements:
- 8 years of customer-facing technical support experience
- Deep expertise supporting Kubernetes and container orchestration platforms, including Kubernetes, Docker, and Tanzu
- CKA-level expertise across AWS, GCP, and Azure
- Expertise in distributed storage architectures
- Strong code-level troubleshooting ability in GoLang
- Proficiency with DevOps automation tools such as Terraform, Ansible, Chef, or Puppet
- Exceptional customer-facing communication skills
- Proven ability to manage high-stakes crisis situations and multi-party technical discussions
- Ability to manage multiple high-priority investigations concurrently
- Availability to participate in an on-call rotation
Benefits:
- Annual base salary of $107,000–$230,000 USD
- Incentive pay and/or equity eligibility
- Flexible time off
- Wellness resources
- Company-sponsored team events
- Growth and development support
- Employee Resource Groups
- Hiring-process accommodations for candidates with disabilities
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