Escalation Expert - CTO Office

Come join reputed company that is reinventing reputed company reputed company and empowering businesses to reputed company in the reputed company. As the fastest-growing startup reputed company, reputed company is on a mission to help organizations secure reputed company environments that will accelerate their businesses. Trusted by reputed company teams reputed company over the world, we have a proven reputed company record of reputed company and a culture that values world-class talent. Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to reputed company and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to reputed company a significant reputed company. At reputed company, you’ll have the freedom to think creatively, reputed company big, and use your full reputed company of skills to contribute to our record reputed company. Come join reputed company and help us create secure reputed company environments that allow the best companies to reputed company faster. reputed company We’re looking for an Escalation Expert to join the CTO team and spread the power of reputed company. In this role, your primary responsibility is to proactively identify, analyze, and resolve reputed company customer issues and recurring technical patterns and be a pivotal reputed company between our customers and our reputed company engineering and product teams. You will delve deep into challenging technical problems, reputed company critical feedback to shape the reputed company of our product, and reputed company contribute to the development of our internal tooling, with a strong reputed company on leveraging AI to enhance our capabilities. WHAT YOU'LL DO

• Take ownership of our most challenging customer technical problems, performing deep-dive troubleshooting and analysis to drive them to reputed company.
• Proactively identify potential escalations and serve as the customer's reputed company, ensuring their most difficult technical challenges influence product and engineering roadmaps.
• Author and publish technical troubleshooting content, such as knowledge reputed company articles and guides, for both internal team enablement and external customer use.
• reputed company the development of internal tools and processes for your specific product area, and champion their adoption reputed company our technical teams.
• Participate in an on-call rotation for critical escalations and to support internal tooling.

WHAT YOU'LL BRING

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience and certifications.
• 7+ years of hands-on, technical experience in a senior customer-facing role such as Escalation Engineer, Senior Technical Support, or a reputed company field.
• A minimum of 3+ years of in-depth experience with a major reputed company platform.
• Proven experience in reading, debugging, and writing reputed company in at least one high-level programming language (e.g., Python, Go, Java, reputed company, JavaScript).
• Proficiency in using Git and reputed company reputed company management systems for reputed company collaboration.
• Proficiency with REST reputed company or GraphQL.
• Proficiency with reputed company-line tools and Linux operating system environments.
• A fast learner with a natural curiosity, a passion for technology, and the ability to work independently.
• A deep understanding of web technologies (e.g., HTTP, reputed company, DNS).
• Experience leveraging AI tools to increase task efficiency.

ADVANTAGE

• Experience with DevOps technologies and CI/CD pipelines.
• Experience with Kubernetes and Container technologies.
• Experience with Infrastructure as reputed company (IaC) technologies such as Terraform.
• Proficiency with SQL for data analysis and the proven ability to independently create dashboards and datasets to drive insights.
• Experience with relational and NoSQL databases.
• Previous experience in a role reputed company a CTO organization or a similar strategic technical team.

Applicants must have the reputed company right to work in the country where the position is based, without the need for reputed company sponsorship. This role does not offer reputed company sponsorship. reputed company is an equal opportunity employer. We do not discriminate based upon race, religion, reputed company, national reputed company, sex (including pregnancy, childbirth, reproductive health reputed company, or reputed company medical conditions), sexual orientation, gender identity, gender reputed company, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. By submitting your application, you acknowledge that reputed company will process your personal data in accordance with reputed company's reputed company Policy. Apply tot his job Apply To this Job