Escalation Engineer

As a Tech Excellence engineer you will work closely with the Engineering and Product teams and complete the circle with our Support and Tech Services teams. 
You will take an active role in shaping new features and products and represent the voice of the customer. 
Roles & Responsibilities:
* Provide Technical Solutions and act as Escalation focal point to Support / Technical Consultants / Sales Engineers etc.
*  Drive resolution of complex issues our customers and potential customers come across – Handle escalations coming from the Support group and perform in depth analysis.
Work with our Development teams to resolve issues. 
* Provide technical troubleshooting for escalated tickets, including extensive troubleshooting and root cause analysis.
* Find workarounds and solutions to reported issues.
* Deliver scripts and automations.
* Provide in-depth internal training on different areas of the product suite.
* Work closely with R&D on bug analysis and reproduction.
* Create enablement sessions for the features you are responsible for.
* Take a proactive approach and help reduce the number of tickets by scripting/documenting/updating the product.
Requirements:
* 5+ years of customer-facing technical support role in global companies
* Vast hands-on experience and knowledge of Microsoft Windows Internals and Linux configuration and management, troubleshooting issues relating to OS and/or product using OS resources.
* Hands on experience in SQL. Good understanding of schemas and DB structure; able to write complex queries.
* Scripting (bashPowerShellbatch)- a Must; Python experience – an advantage.
* Familiarity with Monitoring tools such as ELK, Grafana and Zabbix.
* Experience working with production systems in cloud environments (AWS & GCP).
* Hands on experience in Virtualization solutions such as VMware.
* Excellent technical troubleshooting skills. Ability to learn new technologies in-depth. Work and solve problems independently.
* 3+ years experience in Cyber Security – experience in EDREPP products is an advantage. Relevant technical certification (CISSP or similar) is an advantage.
* Excellent written and verbal communication skills in English.
* Ability to work with empathy and a sense of urgency to deliver solutions to meet customer needs.
* A team player with strong passion for success and a positive attitude.