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# Sr. Escalation Engineer

- **Company:** ALKIRA, INC.
- **Location:** San Jose, CA, United States
- **Experience:** Expert
- **Salary:** $132,232.0
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Automation of Tests, Microsoft Azure, Cloud Computing, Cloud Engineering, Computer Networks, Databases, Computer Engineering, Software Debugging, Linux, Python (Programming Language), Routing, TCP/IP, Tcpdump, Wireshark, Diagnostic Tools, Scripting, Software Troubleshooting, Kubernetes, Restful APIs, Terraform
- **Published:** November 3, 2026
- **Apply:** https://www.careerbuilder.com/job-details/sr-escalation-engineer-san-jose-ca--f5f0a379-9e0d-4231-a518-b3af7df367cf

## About the Role

Cloud Computing, Technical Support, Team Player, Diversity, Root Cause Analysis, Identify Issues, Problem Solving Skills, Customer Escalations, Testing, Debugging Skills, * Minimum 8+ years of experience in technical support, design or implementation

 * Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP
 * Prior experience with AWS/Azure/GCP Cloud networking a plus
 * Knowledge of Python, Terraform or other scripting a plus
 * Conceptual knowledge of cloud native architecture with basic understanding of Kubernetes, REST APIs, various Databases.
 * Advanced experience with Linux - checking kernel logs and configuring networking components.
 * Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3.
 * Must have the ability to learn new features and technologies as the industry evolves.
 * Strong leadership ability in managing complex engagements - a strong analytical mind and the ability to triage and think out of the box.
 * Excellent communication (both oral, written, and interpersonal) and customer service skills are a must.
 * Strong passion for providing exceptional support to our customers
 * Prior experience in large-scale network designing/deployment is a plus
 * Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members.
 * Proactively create and publish knowledge articles and internal troubleshooting guides.

Bachelor's Degree in Computer Engineering, Management Information Systems or equivalent degree/experience.

 * Ability to provide escalation support during off hours - on call rotation will be required. Ability to work during Pacific or Mountain Time hours.

## Description

We're looking for an Sr. Escalation Engineer to work on technical issues experienced by our highest-value customers. This is a full-time position with great benefits in a company that rewards innovation, respects diversity and encourages teamwork. You will be part of a team that is excited to support technical issues experienced by our highest-value customers that cannot be resolved through the normal Support process. This role will work closely with customers and internal teams to resolve any day-2 related activities., * Own root cause analysis for critical customer problems - be the point of contact that works with the Engineering and Customer Success team.

 * Provide support to troubleshoot and resolve technical issues that have been escalated from customer success team
 * Identify bugs, test, reproduce, report and work with the Engineers to assist with a fix and test/verify fix versions
 * Provide ideas and assist with creation of documentation and training material for external and internal Support Center content
 * Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
 * Learn in-depth the latest features and offering from Alkira
 * Work with the internal QA team to cover any gaps in testing and automation.
 * Work with development teams to provide feedback and guidance for new features/improvements.
 * Provide escalation support during off hours - on call will be required