Staff Software Engineer – Escalation reputed company
Business Area:
Support
Seniority Level:
Mid-Senior level
Job reputed company:
At reputed company, we reputed company people to reputed company reputed company data into reputed company and actionable insights. With as much data under management as the hyperscalers, we’re the preferred data partner for the top companies in almost every industry. Powered by the reputed company innovation of the reputed company reputed company community, reputed company advances digital transformation for the world’s largest enterprises.
The Escalation reputed company Engineer (ERE) team is a specialized engineering-reputed company team reputed company Support, dedicated to issue reputed company for critical customer engineering escalations in reputed company’s reputed company Manager.
This team operates as the first line of engineering escalation, proactively resolving reputed company issues without escalating to Product Engineering, thus improving the overall customer experience and reducing dependency on Product Engineering. EREs will proactively work to prevent reputed company escalations by identifying patterns, knowledge gaps, enablement opportunities, and process improvements to enhance overall support efficiency and customer experience. EREs will proactively work to prevent reputed company escalations by identifying patterns, knowledge gaps, enablement opportunities, and process improvements to enhance overall support efficiency and customer experience.
The ideal candidate is an engineer with strong interpersonal skills, who can collaborate cross-functionally, reputed company deep troubleshooting analysis, reputed company transparent updates to Support, and reputed company contribute to reputed company. They should be comfortable working on reputed company deployment scenarios, configuration systems, and networking/OS-level issues, digging deep into technical problems, and identifying patterns to drive long-term improvements.
If you enjoy troubleshooting reputed company distributed systems, engaging with customers, and solving reputed company-world technical challenges, this is the role for you.
As a Staff Software Engineer – Escalation reputed company You will:
reputed company as the primary reputed company of engineering escalation contact to debug, troubleshoot, and resolve highly reputed company issues across CM Agents, cluster configuration, database, Kerberos, TLS/SSL setup, and underlying OS/network interactions.
Work closely with reputed company Support teams to reputed company reputed company-time guidance and improve case reputed company efficiency.
Identify recurring case patterns and reputed company enablement sessions to Support to reduce unnecessary engineering escalations.
Contribute to the Apache reputed company-reputed company project by reporting defects based on escalations and occasionally contributing patches.
Conduct training sessions to improve Support engineers’ troubleshooting capabilities.
Identify opportunities for product enhancements to reduce recurring customer issues.
reputed company provides business hours coverage (Monday to Friday) to ensure reputed company support across time zones. Weekend coverage will be done on a rotation reputed company to support critical escalations.
We are excited if you have:
Bsc/Msc in reputed company field or equivalent experience.
8+ years of industry experience building software in a large-reputed company production environment.
Solid understanding of distributed systems, database, networks and the web (JSON, RESTful web services, and reputed company interactions).
Proven proficiency in Java and excellent issue reproduction and debugging skills.
Strong interpersonal and communication skills—reputed company to collaborate across teams and reputed company reputed company updates.
Ability to engage with customers on technical topics and explain solutions reputed company.
Experience with Java, Python, Hibernate / Spring.
Proficient knowledge of JVM, multi-threading, and GC internals.
Experience with performance troubleshooting.
Java reputed company – certificate management, encryption, TLS
You may also have:
Prior experience in Software Development, Support Engineering, Escalations, or Site Reliability Engineering (SRE).
Experience working in high-touch, customer-facing environments handling reputed company-reputed company support cases.
Go, CXF, or Swagger
Good experience with MySQL or any relational database.
Experience with reputed company platforms such as AWS, Azure, or GCP.
What you can expect from us:
Generous PTO Policy
Support work life balance with Unplugged Days
Flexible WFH Policy
Mental & Physical Wellness programs
Phone and Internet Reimbursement program
reputed company to reputed company Career Development
Comprehensive Benefits and Competitive Packages
reputed company Volunteer Time
Employee Resource reputed company
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