We are looking for a talented Escalations Engineer to debug and implement solutions for customer problems, design applications for debugging and supportability, and coordinate between the engineering and delivery teams.

• BSc in Computer Science from a recognized university with a strong understanding of object-oriented programming.
• At least 5 years hands-on relevant experience.
• Experience with SQL and running database queries for debugging.
• Proficiency with Linux and a solid understanding of Windows and Mac OS.
• Experience with storage protocols (SMB, NFS) is an advantage.
• Proficient in networking, network-captures (preferably with a CCNA certification).
• log analysis and big data experience
• Excellent analytical and problem-solving skills with a strong commitment to customer satisfaction.
• Fast-learner, self-motivated with ability to work in a high-pressure environment.

• Serve as a technical leader solving complex problems and challenging issues originating from customer environments.
• Provide expert product technical leadership to field organizations and engineering, supporting worldwide sales, delivery, and customer satisfaction efforts.
• Build, test, and maintain complex setups replicating real-world customer environments.
• Act as the primary engineering contact for customer escalations, regularly interacting with T2/T3 Engineers to escalate cases and assist in troubleshooting.
• Offer technical consulting and installation advice for product rollouts, ensuring product specifications are met.
• Collaborate closely with the support organization and internal engineering groups.
• Manage cases requiring detailed guidance on steps to reproduce, debugging options, and related performance metrics.
• Develop and share knowledge to address serviceability and supportability issues.
• Stay current with CTERA’s products, features, installations, tweaks, and test methodologies.
• Continuously enhance your skills with Linux, Windows, Mac, storage, file transfer protocols, file systems, and network topologies.
• Navigate complex customer topologies and find effective solutions.