This is a fully remote position, open to applicants in California, +5 more states.

• Act as the ultimate escalation point prior to core engineering for critical technical escalations.

• Perform in-depth troubleshooting and preliminary GoLang code assessments to address intricate container storage issues and enhance customer uptime.

• Work alongside Product Development to pinpoint root causes, propose bug fixes, and implement lasting product solutions.

• Guide and support Technical Services Engineers through collaborative troubleshooting and knowledge sharing.

• Create and publish knowledge-base articles and FAQs to decrease mean time to resolution.

• Evaluate telemetry and field patterns to uncover systemic weaknesses.

• Convert operational insights into practical feedback for product and engineering teams.

• Engage in an on-call rotation.

• A minimum of 8 years of experience in customer-facing technical support.

• In-depth knowledge of Kubernetes and container orchestration platforms, including Kubernetes, Docker, and Tanzu.

• CKA-level proficiency across AWS, GCP, and Azure.

• Expertise in distributed storage architectures.

• Strong troubleshooting skills at the code level in GoLang.

• Familiarity with DevOps automation tools such as Terraform, Ansible, Chef, or Puppet.

• Outstanding communication skills in customer-facing situations.

• Demonstrated ability to handle high-pressure crisis situations and navigate multi-party technical discussions.

• Capability to manage several high-priority investigations simultaneously.

• Willingness to participate in an on-call rotation.

• Annual base salary ranging from $107,000 to $230,000 USD.

• Eligibility for incentive pay and/or equity.

• Flexible paid time off.

• Access to wellness resources.

• Company-sponsored team events.

• Support for growth and development.

• Participation in Employee Resource Groups.

• Accommodations during the hiring process for candidates with disabilities.

Escalation Engineer

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