Title:  Escalation Engineer


Boulder, CO, US, 80302 Research Triangle Park, NC, US, 27709 Wichita, KS, US, 67228 Waltham, MA, US, 02451 San Jose, CA, US, 95128 Charlotte, NC, US, 28210 Sunnyvale, CA, US, 94089 Hillsboro, OR, US, 97124 Cranberry Township, PA, US, 16066 US

Requisition ID:  110901

Job Summary

5+ years experience running high availability systems and supporting distributed infrastructure

Understanding of using tracing systems, logs for troubleshooting, and finding ways to improve visibility holistically across a distributed service.

Familiarity with operating systems such as Linux (Ubuntu, etc) and Windows.

A basic understanding of at least one scripting language similar to Bash, Python, or Powershell.

A basic understanding of public cloud technologies from vendors such as Azure, AWS, Google Cloud (or others).

Experience with administration of microservices (Kubernetes, etc) is a plus.

Experience administering Clustered Data ONTAP or other storage platforms is a big plus.

Outstanding communication and presentation skills, written and verbal. Excellent listening skills and a high degree of empathy.

You are great at solving problems, sorting meaningful information from noise, and taking action.

Ability to work in large, collaborative teams to achieve organizational goals. Passionate about building an innovative and inclusive culture.

Job Requirements

  • Respond to incoming cases of client services department as backup during peak times.
  • Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development.
  • Conduct extensive troubleshooting of backend databases and identify root cause of data issues.
  • Engineer and investigate both platform and product issues.
  • Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures.
  • Direct clients through issue resolution including customer meetings, status reports and updates.
  • Identify, propose and enforce escalation process improvements.


Typically requires a minimum of 8 years of related experience.

Nearest Major Market: Boulder
Nearest Secondary Market: Denver

Job Segment: Linux, Engineer, Product Development, Technology, Research, Engineering, Customer Service