Escalation Engineer

Alkira is a fast‑growing cloud networking company that is transforming the way enterprise networks are deployed and managed. As we continue to reinvent networking for the multi‑cloud era and as our customers continue to grow with us, we are expanding our Escalations team in the US.

We’re looking for an Escalation Engineer to work on technical issues experienced by our highest‑value customers. This is a full‑time position with great benefits in a company that rewards innovation, respects diversity and encourages teamwork. You will be part of a team that is excited to support technical issues experienced by our highest‑value customers that cannot be resolved through the normal Support process.

This role will work closely with customers and internal teams to resolve any day‑2 related activities.

Location:

We are only considering US and Canada candidates at this time.

• Own root cause analysis for critical customer problems – be the point of contact that works with the Engineering and Customer Success team.
• Provide support to troubleshoot and resolve technical issues that have been escalated from the customer success team.
• Identify bugs, test, reproduce, report and work with the Engineers to assist with a fix and test/verify fix versions.
• Provide ideas and assist with creation of documentation and training material for external and internal Support Center content.
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow‑ups with customers, team members, and engineers.
• Learn in‑depth the latest features and offering from Alkira.
• Work with the internal QA team to cover any gaps in testing and automation.
• Work with development teams to provide feedback and guidance for new features/improvements.
• Provide escalation support during off hours – on‑call will be required.

• Minimum 3+ years of experience in technical support, design or implementation.
• Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP.
• Prior experience with AWS/Azure/GCP Cloud networking a plus.
• Knowledge of Python, Terraform or other scripting a plus.
• Conceptual knowledge of cloud native architecture with basic understanding of Kubernetes, REST APIs, various Databases.
• Advanced experience with Linux – checking kernel logs and configuring networking components.
• Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf
  3.
• Must have the ability to learn new features and technologies as the industry evolves.
• Strong leadership ability in managing complex engagements – a strong analytical mind and the ability to triage and think out of the box.
• Excellent communication (both oral, written, and interpersonal) and customer service skills are a must.
• Strong passion for providing exceptional support to our customers.
• Prior experience in large‑scale network designing/deployment is a plus.
• Ability to work in a fast‑paced, team‑oriented environment while maintaining a positive attitude towards customers and team‑members.
• Proactively create and publish knowledge articles and internal troubleshooting guides.
• Bachelor’s Degree in Computer Engineering, Management Information Systems or equivalent degree/experience.
• Ability to provide escalation support during off hours – on‑call rotation will be required; ability to work during Pacific or Mountain Time hours.

Alkira, a Lumen company, is building the future of enterprise networking: one programmable platform to connect, secure, and operate every cloud, site, partner, data center, and AI workload.

Founded by Amir and Atif Khan, the creators of Viptela and pioneers of the SD‑WAN market, Alkira was built to radically simplify how enterprises deploy and manage network infrastructure. Today, as part of Lumen, we are bringing that cloud‑native operating model to a global network foundation trusted by the world’s largest enterprises.

Our platform helps customers move faster without managing hardware, stitching together providers, or operating fragmented cloud networks. Teams can build and scale connectivity on demand, apply consistent security and…