R&D Escalations Engineer

Tufin

3 - 8 years

2 - 6 Lacs

kolkata mumbai new delhi hyderabad pune chennai bengaluru

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Skills Required

python c++ r and d android kotlin problem solving engineering hibernate sql spring r technical support java written communication problem analysis linux troubleshooting debugging root cause data structures mongodb communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

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