Java Escalation Engineer

About Position:

We are looking for a Java Escalation Engineer to support and enhance a critical product platform by owning complex customer escalations and driving root cause analysis. This role works closely with Engineering, Product, and Customer‑facing teams to ensure high product stability, faster resolution of issues, and improved customer satisfaction.

Role:
Java Escalation Engineer

Location:

Pune & Bengaluru

Experience:

6+ Years
Job Type: Full Time Employment

What You'll Do:

You will be responsible for managing high‑severity technical escalations and collaborating with cross‑functional teams to resolve product issues efficiently.
Use strong technical and analytical skills to resolve critical customer and field escalations from Support, Professional Services, Sales, and Pre‑Sales teams
Act as an L3 escalation engineer, owing to complex customer issues end‑to‑end with clear expectations and timelines
Work closely with the Engineering team to design and develop solutions for customer‑reported problems
Participate in daily scrum meetings to provide updates on ongoing escalations and issue status
Perform deep Root Cause Analysis (RCA) by analyzing logs, metrics, databases, APIs, and application code
Build scripts, tools, and techniques to improve RCA efficiency using available platform data
Reduce time to resolution by implementing permanent fixes after RCA
Provide timely and accurate updates to stakeholders to improve overall customer satisfaction
Collaborate with Product Management to identify and implement backlog items that add value to the product

Expertise You'll Bring:

You bring strong technical depth, a customer‑first mindset, and the ability to troubleshoot complex distributed systems in production environments.
Bachelors degree in engineering or a related field
6+ years of experience in a technical product support role, preferably within an escalation or sustaining engineering team
Proven experience working as an L3 escalation engineer handling complex customer issues
Hands‑on software development experience using Java technologies
Strong understanding of RDBMS concepts with hands‑on experience in MySQL / MariaDB
Good working knowledge of microservices‑based architectures deployed on AWS
Experience troubleshooting REST APIs, performing network troubleshooting, and querying databases
Hands‑on experience using Splunk for log analysis and issue investigation
Strong RCA skills with the ability to translate findings into long‑term solutions
High attention to detail, strong analytical skills, and a structured problem‑solving approach
A collaborative team player with passion, curiosity, integrity, and a strong ownership mindset

Benefits:

Competitive salary and benefits package
Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
Opportunity to work with cutting-edge technologies
Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
Annual health check-ups
Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

We support hybrid work and flexible hours to fit diverse lifestyles.
Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent
- "Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."