Cloud Native Escalation Engineer

About this job

As a Cloud Native Escalation Engineer at Everpure in Bangalore, you will serve as the final support tier for the Portworx product, which enables stateful containers in production for global customers. A normal day involves tackling the most intricate customer issues, performing initial code reviews, and working as the vital bridge between Technical Services Engineers and the Development team to find root causes and ensure timely resolutions. You will help minimize escalations, mentor team members, document knowledge through articles, and participate in an on-call rotation while working from the Bangalore office.

Responsibilities

• Offer technical expertise for the Portworx case management process and resolve escalated service requests.
• Provide initial code review and analysis of current issues encountered in the field.
• Act as the conduit between Technical Services and Engineering teams to find root causes.
• Proactively identify and resolve systemic issues and mentor Technical Service Engineers.
• Assume ownership of communications and manage multiple projects or support cases concurrently.
• Share and document knowledge through internal and customer-facing FAQ or KB articles.
• Participate in a weekly on-call rotation and work from the Bangalore office.

Requirements

• Experience in supporting SaaS environments with a background in compute, storage, and container ecosystems.
• Technical expertise with one or more cloud providers such as AWS, GCP, or Azure.
• Proficiency in Portworx, Kubernetes, Docker, Tanzu, and VMware container solutions with a CKA certification.
• Experience with devops tools like Ansible, Chef, Puppet, or Terraform.
• Senior-level customer-facing experience providing technical guidance and support.
• Bachelor's degree in Computer Science or a minimum of eight years of customer-facing technical support work, alongside a minimum of 10 years experience in supporting production applications.
• Strong understanding of GoLang along with strong written, verbal, and collaboration skills.

Good to have

• Master's degree in Computer Science.

Who should apply

This role suits senior support professionals with robust interpersonal skills who thrive in a dynamic, high-performance, and entrepreneurial work environment in Bangalore. Ideal candidates should have extensive experience in customer-facing technical support for production applications and SaaS products, deep expertise in Kubernetes and container ecosystems, and the ability to embrace the unpredictable nature of daily work while collaborating effectively with engineering teams.

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