Similar Jobs at Tufin
Security • Cybersecurity
As an Escalation Engineer, you will troubleshoot and resolve customer issues escalated by Technical Support, analyze problems, and develop solutions.
Top Skills:
HibernateJavaKotlinLinuxMongoDBSpringSQL
Security • Cybersecurity
As an Escalations TL, manage a team of engineers to resolve customer escalations, develop diagnostic tools, and collaborate with R&D for permanent solutions.
Top Skills:
ElkGoGrafanaHibernateJavaKubernetesLinuxLokiNginxPrometheusRest ApisSpring
Security • Cybersecurity
As an Escalation Engineer, you will troubleshoot and resolve customer issues escalated by Technical Support, analyze problems, and develop solutions.
Top Skills:
HibernateJavaKotlinLinuxMongoDBSpringSQL
Description
Requirements
Role Description & Responsibilities
As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.
- Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products
- Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers
- Create and implement any necessary diagnostic tools, patches, and fixes
- Develop a working solution based on the root cause you discover, or escalate to R&D teams
- Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue
- Identify patterns in escalated customer issues, and then design and implement solutions for our customers
- Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product
- Train Technical Support engineers to help them resolve support cases more efficiently
Requirements
- At least 3 years of experience as a backend developer, including at least 2 years of experience with Java (Spring, Hibernate). Kotlin experience – an advantage
- Proficient in MongoDB and SQL
- Knowledge with Linux
- Excellent troubleshooting skills and a proactive, accountable mindset
- Excellent verbal and written communication skills (including technical writing)
- Ability to communicate effectively, responsibly and respectfully with customers
- Previous experience working in an escalation support or customer-facing engineering role – an advantage
- Familiarity with observability tools (e.g., logs, metrics, traces) – an advantage
What you need to know about the Kolkata Tech Scene
When considering the industries shaping India's tech scene, gaming might not immediately come to mind. However, in the last decade, increased internet usage and greater access to mobile devices have catapulted the industry to new heights, with Kolkata-based companies like Virtualinfocom, Red Apple Technologies and Digitoonz, at the forefront, driving the design and animation of new gaming titles for players.
