Escalation Engineer

Job description

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 Responsibilities: 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 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 Requirements: 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 iPerf3. 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. ABOUT ALKIRA 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 segmentation, and gain visibility across distributed environments from one place. At Alkira, you’ll help shape the next chapter of networking: cloud-like consumption, private-network performance, and total control across the enterprise. We move fast, solve hard problems, and build technology that changes how global businesses connect. Join us and help build the future of networking. COMPENSATION AND INTERVIEW PROCESS The salary range for this position is $150,000 —$200,000 USD. Your actual base salary and level will be determined on a case by case basis and may vary based on the following considerations: job-related knowledge, skills, experience, education and location. The interview process will include screening with the hiring manager and technical interviews. Life at Alkira, a Lumen Connect Solution Life at Alkira is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes. Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win. To learn more about Life at Alkira, a Lumen Connect Solution and how we live into the Lumen 8, please visit: Background Screening If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Privacy Notice Alkira, a Lumen Connect Solution is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data. To review Alkira's Global Employment Applicant and Talent Community Privacy Notice, please visit: Disclaimer The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Please be advised that Alkira, a Lumen Connect Solution does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Alkira, a Lumen Connect Solution , they are not for employment with us but may relate to another company with a similar name.