3rd Line Escalation Engineer

We are looking to hire a skilled Escalation Engineer to work closely with our Customer Support team and provide customers enhanced in-depth Support solutions. As an Escalation Support team member, you will be responsible for providing our customers’ complicated issues with technical solutions through in-depth product knowledge including code reading and bug fixes development., · Provide expert-level technical support for our products · Analyse, diagnose, and debug complex customer issues · Create and implement patches, fixes, and diagnostic tools · Take ownership of escalations and drive towards resolution · Act as a technical focal point in cooperative relationships with other internal groups · Coordinate with other engineers from various product components to deliver success · Acquire both broad and in-depth product knowledge · Create and improve documentation to train support engineers to resolve support cases · Demonstrate strong interpersonal and communication skills · Push for solutions and interact with people from various other teams

· At least 1 year of hands-on (full stack) experience with strong Backend experience, working with the multi-threaded environment, and on large scale using .NET · Web services / WCF / IIS · VDI - Citrix / Vmware / Hyper-V · Strong troubleshooting skills · Great interpersonal skills · Working under pressure · Fast technology adaptation · Independently driven, proactive, accountable, reliable, team player

Additional Skills: · The following additional skills are an advantage: · Developing using Microsoft SQL, T-SQL · Customer support experience · Experience working with Insights and Splunk · Experience with windows internals (Win API) · Work and use of Microsoft environments (Windows Server, NTFS, Active Directory, Exchange, LDAP, IIS, GPO) · Solid understanding of data structures, design patterns, and algorithms · Experience with large-scale software projects