Senior Escalation Engineer

About This Team

We are part of Advanced Support team. Were committed to swiftly resolving critical issues and ensuring seamless product experiences for our customers. Our culture fosters collaboration, transparency, and a pursuit of excellence, where every team members s expertise is valued. We prioritize tasks based on urgency and impact, focus on delivering timely solutions. Successful team members possess strong problem-solving skills, resilience under pressure, and a customer-centric mindset. Integrity, accountability, and a dedication to customer success are the driving values of our team, guiding us in every issue resolution. We are the last level of defense before the issues reach Engineering.

Job Description

As a member of the Adv Support team, your primary responsibility will be to swiftly address critical issues in the CVAD product portfolio and provide timely responses to the Escalation team who interact directly with customers. Youll be tasked with investigating and resolving escalated technical issues with a sense of urgency and precision.

Your success in this role will depend on your ability to effectively prioritize and manage customer issues, collaborating closely with cross-functional teams such as product development and global Escalation teams. You;ll be expected to communicate clearly and confidently with stakeholders at all levels, providing timely updates on issue resolution progress and identifying opportunities for process improvements.

Reporting to the Adv Support Sr. Manager, youll have the opportunity to learn and grow within a supportive team environment, while also contributing to the companys mission of delivering exceptional customer experiences.

The ideal candidate for this role is passionate about troubleshooting complex technical problems and is driven by a desire to add value to everything they do. They thrive in fast-paced environments, possess excellent analytical and problem-solving skills, and have a keen attention to detail. Additionally, they should be eager to collaborate with diverse teams and continuously seek opportunities to enhance their technical knowledge and skills.

Duties and Responsibilities

• Investigate and resolve escalated technical issues reported by customers or internal teams.


• Document root cause analyses and solutions for escalated issues.


• Collaborate with product development to prioritize bug fixes


• Develop and maintain diagnostic tools and troubleshooting methodologies.


• Communicate effectively with the development team to provide insights into customer-reported issues


• Monitor industry trends and advancements in life cycle management practices to inform strategy development.


• Take up initiatives to help the team with finding patterns, insights and suggesting product, docs and process improvements

Required Experience/Skills

• Strong in any programming languages like C / C++ / C# / Python, debugging and problem-solving skills


• Good at debugging techniques and tool development


• Ability to work in a team of developers


• Experience working with multi-tiered application design and development is a plus


• Must be able to clearly and concisely define/document technical issues

Product-specific Technical Skills Requirements:

Candidate should have 6+ years of experience with the following concepts and/or technologies:

• Experience in working with Windows internals


• Strong understanding of Windows kernel mode and user mode subsystems and good in Kernel mode, User mode APIs


• Working experience on kernel mode and user mode debugging with Windbg


• Exposure to troubleshooting tools like WPA / Perfmon, Procmon, Process Explorer


• Exposure to Windows UI messaging, WinForms internals, ADSI, NDIS & WDDM is a plus


• Desirable to have good understanding of basic Networking concepts - Protocols, Trace Analysis and NDIS.


• OS-specific Skills Requirement:


• IPC/RPC


• TCP/IP


• Sockets


• Daemons/Services


• System/Application troubleshooting/debugging/log analysis


• Familiarity with core dumps and the core dump mechanisms provided by the OS

Education and Experience Requirements:

BS in Computer Science (or an equivalent degree) with 6+ years of prior relevant experience or MS in Computer Science (or an equivalent degree) with 4+ years of prior relevant experience