Senior Escalation Engineer

About This Team:

We are part of Advance support team. We support NetScaler and SDWan products and the we are level two support team. The case that Frontline teams are not able to resolve come to Advance support engineer to work on the issue or collaborate with our product engineering team in case it turns out to be a bug to find a fix to resolve the issues.
Job Description/Responsibilities:

• Works to achieve operational targets with significant impact on departmental results.
• Works independently under limited supervision.
• May be responsible for entire projects or processes within job area.
• Responsible for making improvements of processes, systems or products to enhance performance of the job area. Problems and issues faced are difficult and may require understanding of broader set of issues.
• Problems typically involve consideration of multiple issues, job areas or specialties.
• Problems are typically solved through drawing from prior experience and analysis of issues.
• Communicates with parties within and outside of own job function.
• May have responsibility for communicating with parties external to the organization (e.g., customers, vendors, etc.)
• Works to influence parties within and outside of the job function at an operational level regarding policies, practices and procedures.
• May be responsible for providing guidance, coaching and training to other employees within job area.
• May manage projects at this level, requiring responsibility for the delegation of work and the review of others' work product.

• Required Experience/Skills:

• Experience:
• 7+ years of hands-on experience in technical support or engineering roles, with a strong focus on virtualization, Linux, storage, and networking technologies.
• Minimum of 3 years of experience working with XenServer or similar virtualization platforms (e.g., VMware, Hyper-V).
• Proven track record of handling high-priority escalations and providing expert-level troubleshooting support.
• Strong experience working in customer-facing roles and managing complex technical issues.
• Technical Expertise:
• Deep understanding of Linux operating systems (RHEL, CentOS, Ubuntu, etc.).
• Extensive knowledge of virtualization technologies, specifically XenServer, VMware etc.
• Proficiency in storage technologies, including SAN, NAS, and iSCSI.
• Solid understanding of networking concepts, protocols, and troubleshooting tools (TCP/IP, DNS, DHCP, VPN, etc.).
• Familiarity with monitoring and diagnostic tools (e.g., tcpdump, Wireshark, strace, etc.).
• Soft Skills:
• Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to think critically and handle high-pressure situations.
• Ability to collaborate effectively across teams and departments.
• Customer-centric mindset with a commitment to providing high-quality servi
• Preferred Qualifications:
• Certifications related to Linux (e.g., RHCE), virtualization, or networking are a plus.

About Us:

Cloud Software Group is one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks.  Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process,  please email us at [email protected] for assistance.