Escalation Engineer

Job Summary

Provides technical support to customers and partners on UNIX based backup for applications (ORACLE, SAP etc.).

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.

Occasionally designs and deliver technical training/brown-bags.
Reports design and reliability problems or code issues to software engineering

Job Requirements

• Good written and verbal communication skills.


• Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations.


• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.


• Ability to follow standard engineering principles and practices.


• Creative approach to problem solving.


• Understanding of  AI tools , systems and practices

Solid understanding of the following protocols and applications:

• UNIX/Linux configuration, administration and technical support


• Microsoft Windows environment configuration, system administration and technical support


• The interoperability of some enterprise applications (such as Oracle, SAP, Microsoft Exchange or Microsoft SQL Server) with storage systems and solutions


• SAN connectivity methodologies for storage systems (FCP/iSCSI)


• TCP/IP and Networking

Additionally, 1 or more areas of expertise such as:

• Server, and Desktop Virtualization Solutions (such as VMware, Hyper-V, XenServer ...)

• Backup Solutions with enterprise applications


• Snapshot/ShadowCopy technology


• Network Attached Storage protocols experience (NFS/CIFS) and related required protocols (DNS, NIS, and Active Directory)

Education