Cloud Software GroupRemote
Lead Escalation Engineer
United States
Full-time
1 week ago
$119,000 - $179,000 USD
H1B Sponsor Likely
Key skills
TIBCO EBXDebugging software codeBuilding environmentsCustomer orientationProblem solvingCoordination skillsJava
About this role
Cloud Software Group is one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. As a Lead Escalation Engineer, you will be responsible for analyzing customer logs, setting up environments to reproduce conditions, and coordinating with engineers to address complex issues.
Responsibilities:
- Analyzing customer logs
- Setting up customer environments to reproduce their conditions
- Provides an initial analysis and answer to the support team
- Forward escalation to the engineering team
- Help engineering team in triaging escalations received from support
- Coordinating meetings with other engineers to address complex issues
- May assist the L1 team in calls with customers
- Suggesting enhancements on the product, and as well on the product documentation
- Sharing best practices
Requirements:
- Solid knowledge of TIBCO EBX
- Ability to debug software code
- Ability to build environments which permits to reproduce customer environments (experience with containers, Java EE, and EBX are mandatory)
- Customer orientation focus
- Good experience on problems solving
- Strong capacity to interact with peers and coordinate internal work force
- Master's degree, Engineering degree, PhD, higher education or experience in engineering, computer science or another technical field