Technical Escalations Engineer 2

Handles complex customer escalations involving network monitoring, troubleshooting systems and containerized environments, and building diagnostic tooling. The role also mentors support engineers and partners with Engineering and Product to improve the platform.

About the job

Responsibilities

Develop deep technical expertise and continuously learn as the product evolves.
Investigate complex escalations, lead high-stakes technical calls, and drive solutions for critical customer challenges.
Run office hours, deliver learning sessions, and mentor the Global Support Engineering team.
Partner with Engineering and Product to identify gaps, drive improvements, and advocate for customers.
Become a subject-matter expert in Network Monitoring, including Network Device Monitoring, SNMP, Cloud Network Monitoring, and Network Path.
Build tooling, sandboxes, and automations to streamline debugging and troubleshooting.

Requirements

Strong network troubleshooting expertise.
Experience troubleshooting containerized environments such as Docker and Kubernetes.
Hands-on experience across Linux, Windows, and macOS, with strong system-level troubleshooting and administration skills involving processes, services, networking, file systems, kernels, and eBPF.
Familiarity with command-line interfaces, APIs, and YAML/JSON configuration files.
Self-driven problem-solving, continuous learning, collaboration, mentoring, and customer-centric communication skills.

Nice-to-haves

Computer Science or Engineering major.
Experience with Zendesk, Jira, Confluence, or similar software.
Familiarity with Datadog, its integrations ecosystem, or similar observability platforms.

Compensation and Benefits

Competitive benefits, varying by country of employment and employment arrangement.
New-hire stock equity (RSUs) and employee stock purchase plan.
Continuous career development and pathing opportunities.
Product training and in-depth onboarding.
Internal mentor and buddy program.
Inclusive workplace culture.