Escalations Engineer - Zurich

Who we seek:

We are looking for a skilled Escalations Engineer with programming knowledge looking to join a fast-paced, and high-energy escalations team. Working on resolving customer issues, designing large complex deployments, improving the products and training other tiers. Successful candidates will need to be very detail oriented and organized and have excellent organizational and communication skills. They will need to be able to manage multiple, high priority issues simultaneously and effectively lead a remote team to resolution.

What you’ll do:

• Troubleshooting complex software modules, working from written and oral issues as described by the technical support organization, sales organization, account managers and customers themselves.
• Owning internal and external customer calls to provide technical insight into the issue experienced by the customer, and provide fixes and workarounds to alleviate field issues.
• Playing a key role in feature design activities and to have in depth understanding of features.
• Develop and modify modules as part of implementing workarounds for issues or as a professional services enhancement.
• Work with QA and development teams to recommend resolutions, provide insights and make sure issues fixes are being properly implemented into the products.
• Actively partake in tech support training sessions, compiling materials and delivering them to other tiers.

What you’ll bring:

• Strong troubleshooting skills and methodological approach.
• Previous experience with customers (working directly and on-site visits).
• Excellent communication (written and oral) and teamwork skills.
• Demonstrated experience in writing code projects with Python and Java – major advantage
• Experience working with various data bases and with MongoDB – an advantage
• Knowledge in networking protocols and technologies: HTTP, SSL, TCP/IP, DNS, network components.
• Experience with Kubernetes and other container orchestration technologies – an advantage
• Demonstrated knowledge in working with Linux environments – installing, configuring networking, writing bash scripts, and more.
• Prior experience working in a commercial development environment: formal QA, best practices for development, schedules, processes, defect queues, code management, build environments.
• IT experience (large organizations – advantage).

Our Values:

We look for people who embody our values - Care, Do, Try & Shine.

• Care - We care about our customers and each other
• Do - We do what it takes to make a positive impact
• Try - We try our best and we don’t give up
• Shine - We shine and make it our mission to always stand out

What’s in it for you?!

Our people are the foundation of our success, and we prioritize offering a wide range of benefits that make our team happier and healthier.

• Equity participation - everyone shares in our success
• Flexible work arrangements 
• Other compulsory benefits based on country of residence

#LI-Remote