Principal Escalation Engineer

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Manage, assist, and escalate critical technical issues that reach the executive engineering level.

• Act as the main technical liaison for high-level customers, clearly conveying the status of situations, root cause analyses, and progress on resolutions.

• Collaborate proactively with internal account teams to ensure alignment and provide updates on significant customer concerns.

• Address and clarify intricate technical inquiries during important customer interactions, ensuring understanding and confidence.

• Assess complex network challenges, including dynamic routing and security protocols, to pinpoint root causes and propose effective solutions.

• Participate in open dialogues regarding network design, security architecture, and other technical subjects with both technical and non-technical audiences.

⛳️ Requirements

• BE/B.Tech degree, an equivalent technical qualification, or comparable military experience.

• Relevant career-level experience in a technical support, service, or troubleshooting role within a network security or equipment vendor organization.

• Proven experience as a technical lead in a related area of expertise.

• Expertise in configuring and troubleshooting dynamic routing protocols, mainly BGP and OSPF.

• Strong capabilities in Layer 1-3 (OSI model) troubleshooting and packet capture analysis using tools like Wireshark.

• Experience in troubleshooting VPNs (IPSec and SSL tunnels) and telecommunications hardware.

• Advanced industry certifications such as JNCIE, CCIE, CCNP, or comparable.

• Familiarity with cloud deployments and solutions in AWS, GCP, Azure, or KVM environments.

• Knowledge of programming or scripting languages such as C, C++, or Python.

• Demonstrated ability to communicate complex technical issues clearly to non-technical audiences.

🏝️ Benefits

• Employee benefits may include stock options and a bonus.