Escalation Engineer

As an Escalation Engineer at Cockroach Labs in the APAC region, you will play a crucial role in providing advanced technical support to customers and internal teams. Your responsibilities will include: - Providing advanced support to customers and front-line technical support engineers to diagnose, troubleshoot, and resolve complex issues through various communication channels such as CRM, Slack, Video Chat, and remote access. - Acting as a point of escalation for tickets that have no clear resolution path, working to drive issue resolution through cross-department collaborations. - Performing advanced problem analysis and resolving issues autonomously, without the need for instructions from team leads or management. - Identifying opportunities for process improvement and enhancing tooling to prevent escalated issues in the future. - Offering training and mentorship to junior support staff to help them effectively handle complex technical issues. - Maintaining detailed documentation of ongoing cases and actively participating in discussions to improve support processes and tooling. - Advocating for the customer within the organization, ensuring their concerns are understood and addressed appropriately. - Staying updated on new features, technologies, and best practices related to the products or services supported. In your first 30 days, you will familiarize yourself with CockroachDB, our customers, and the company, and start assisting users directly. After 3 months, you will be fully integrated into the team, managing customer issues, contributing to improving offerings, and mentoring new team members. Qualifications required for this role include: - 7+ years of experience in Technical Support or a similar technical role at a software company. - Strong knowledge of databases, SQL, distributed systems, Linux, and software development. - Proficiency in troubleshooting techniques and problem-solving in a 24x7 environment. - Excellent communication skills to convey complex information clearly to technical and non-technical stakeholders. - Ability to participate in a weekend on-call rotation.,