Escalation Engineer Resume Samples

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C Ernser

Cade

Ernser

9194 Huel Mountain

Philadelphia

+1 (555) 455 4160

9194 Huel Mountain

Philadelphia

Phone

p +1 (555) 455 4160

Experience Experience

Boston, MA

Escalation Engineer

Boston, MA

Mosciski, Rice and Roob

Boston, MA

Escalation Engineer

Work with the Development Engineers to develop a solution for the customer issues and resolve the problem working with the technical Support team
Seeks supplemental training to improve performance and develop specialization
Provide customer escalation analysis and leveraging data to drive further improvements in the platform, tooling improvements
Strong Working knowledge of Windows Architecture and Internals (e.g. Processes, Threads, Memory Management, Networking, Kernel Architecture)
You will perform advanced problem analysis and isolate problems of moderate to high complexity, with little instruction from team leads and/or management
Provide in-depth technical expertise for VxRail product line. Provide escalation support for EMC Global Services Technical Support team
Manage meetings with developers and QA and interface with customer service on specific customer issues

Chicago, IL

Lead Escalation Engineer

Chicago, IL

Doyle and Sons

Chicago, IL

Lead Escalation Engineer

Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management
Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas
Is sought after by management and peers to help resolve the most technically complex, mission critical or politically hot customer issues
Documents cases, recommendations, and resolutions clearly in the CRM system (Salesforce), takes ownership of hot and/or more political cases escalated from less senior engineers
Provides technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access
Manage relationships with customers until the issue is resolved. These issues may not only be technically challenging but politically charged and/or mission critical situations requiring the highest level of customer service
Key Technical Contact for troubleshooting and debugging complex escalated issues – working with the customer, internal Third-level Engineering and Product Development teams for the resolution of high impact or pervasive issues

present

Phoenix, AZ

Senior Escalation Engineer

Phoenix, AZ

Homenick, Krajcik and Lueilwitz

present

Phoenix, AZ

Senior Escalation Engineer

present

Provide assistance to Development during remote debug dial-in sessions
Contribute to continuous improvement of VMware Identity Manager and Workspace ONE via product enhancements, bug fixes
Working knowledge Network Operating Systems (IOS, CatOS, JunOS)
Working knowledge of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)
Drive Product improvements by filing impactful bugs use bug impact analysis to help developers to fix, ship the fixes to production to prevent customer impact
Candidate should have a working knowledge of emerging mobile device management solution
Provide technical diagnosis, troubleshooting information, workarounds and root cause analysis

Education Education

Bachelor’s Degree in Computer Science

California State University, Northridge

Bachelor’s Degree in Computer Science

Skills Skills

Ability to quickly narrow down complex scenarios (convergent thinking) and to creatively find workable solutions (divergent thinking)
Ability to work under high-pressure by quickly resolving complex technical customer reported issues and outages
Knowledge of Python/C/C++/Java/GO to be able to read and understand product source code
Strong Working knowledge of Windows Architecture and Internals (e.g. Processes, Threads, Memory Management, Networking, Kernel Architecture)
Strong practical knowledge of protocols including Multicast, HSRP, TCP/IP, IPSEC, Frame-Relay, vPC and FabricPath
Strong practical knowledge of troubleshooting Routing and Switching protocols BGP, EIGRP, OSPF, and STP
Strong practical knowledge of Cisco platforms including 6500, ASA, ASR, Nexus, loadbalancers and ISR series routers
Strong communications skills - Excellent spoken and written English communication skills
Knowledge of Python/C/C++/Java/Bash to be able to read and understand product source code
Ability to work collaboratively with the Engineering teams to drive architectural changes throughout the environments to improve stability of each environment

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15 Escalation Engineer resume templates

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Tier Escalation Engineer Resume Examples & Samples

Serve as the 2nd escalation point for client and internally-reported technical issues, and escalate as necessary
Work closely with technology teams to ensure continuous improvement of process and ongoing communication relative to technical issues
Share knowledge and best practices with internal teams, including documentation and training
Identify and implement internal efficiencies to enhance team productivity
Actively track and manage issue activity within a CRM system
Participate in rotating ‘on call’ for after-hours client support emergencies

SOC Escalation Engineer Resume Examples & Samples

Dealing with customer incident escalations
Working incidents based on standard service measures
Providing technical training to other members of MSS EMEA
Attending technical training to retain skill levels across portfolio
Specialise and be a focal point for at least 3 products from the portfolio
TAM to key clients
Installation and configuration

Sustaining Escalation Engineer Bangalore India Resume Examples & Samples

Develops advanced/leading-edge solutions and/or concepts
Responsible for developing, deploying, and supporting enterprise level storage solutions
Manages projects or customer relationships of critical business importance
Reaches out to support and collaborate with other business functions
Provides leadership and guidance to Dell support teams
Responds quickly to customer/field product issues
Reproduces customer product issues
Develops, tests, and implements maintenance fixes for customer issues
Developing product specific internal and customer facing documentation, technical alerts, etc
Assesses support needs and develops tools to increase support efficiency
Works in high-paced development team
Provides application design and development input for complex product development
Ability to conceptualize clients' needs and translate into specific implementation strategies
Assesses and determines priorities within area of expertise
Contributes to business results through quality of results, advice and decisions
Develops standards around which others will operate
Provide solutions to field reported software defects associated with Dell Storage products
Lead development efforts associated with support driven serviceability enhancements
Contribute to the design, implementation and documentation of various software modules
Verification that components and processes are scalable, reliable, and maintainable
5+ years of relevant experience in customer facing and/or storage administration roles
In-depth knowledge of enterprise shared storage platforms and technologies in open systems environments
Understanding of RAID technologies, SCSI and SAS protocols
Experience with network/SAN switch technologies (Fibre Channel, Ethernet, etc)
Demonstrated experience with one or more the following technologies
Ability to handle stressful situations and demanding customers
Strong troubleshooting skills and attention to detail

Senior Escalation Engineer Resume Examples & Samples

Leading engineering investigations to bring quicker issue resolution
Transferring knowledge to the Azure commerce support teams to resolve customer issues on first contact
Build solutions, help create tools, and help automate issue detection, diagnosis to enable self-serve
Drive Product improvements by filing impactful bugs use bug impact analysis to help developers to fix, ship the fixes to production to prevent customer impact
Partner with the supportability, engineering teams to enhance and improve product quality
Respond to and resolve critical customer issues as part of a 24x7x365 global on-call rotation
Cloud Computing
Knowledge of Commerce Platform, Subscription management and Billing Systems
Ecommerce Online services
Offer Management Systems and Risk detection systems
Experience with T-SQL and Excel VBA, Extensive experience in maintaining production OLTP systems, including familiarity with the SQL Server Engine and its tools set
Knowledge of Microsoft Azure Platform services

SOC Escalation Engineer Resume Examples & Samples

Build, configure, install and test security devices (e.g. Firewalls, Intrusion Detection/Protection Network Sensors, Vulnerability Scanners, VPN, Proxy, etc) into customer network environments
Follow documented procedures to complete specific technical tasks within a deployment project
Work under pressure on multiple issues & projects (i.e. multi-task) with tight schedules
Modification to the security policy or configuration of customer managed devices. It ranges from interface and IP changes to signature enablement or disablement
Utilizing Managed Security Services tools within the Unified Console and outside of it to investigate the raised security alerts for IBM Security Services customers
Firmware & hardware upgrade. Upgrading customer firmware level involves notifying the customer, scheduling a window when needed, conducting the update in the given time, normally 2+ hour window
Resolve problems related to Network, Device, Policy, connectivity issues etc
Diploma in Information Technology or equivalent work experience
Professional Certifications like Network+, Security+, CCNA, CCSA, JNCIA, BCCPA, CISSP, CEH, and GCIA
1 year experience in general Information Security practices
2 years of experience in TCP/IP networking and routing fundamentals
1 year experience in Unix/Linux system administration
1 year experience in firewall / security gateway administration
1 year experience in network troubleshooting
1 year experience in Intrusion Detection/Prevention
Additional knowledge and understanding of one or more of the following concepts and technologies a plus
At least 3 years experience in IT Security Services
Able to handle challenging and critical situation

Senior Escalation Engineer Resume Examples & Samples

Central Engineering point of contact for customer escalations
Lead escalation management activities
Centralized control of customer situation when cross BU boundaries
Ensure SLA Compliance
Own and drive Action Plan for escalations
Communicate customer priorities to Engineering
Facilitate Engineering interaction with customer via technical support
Facilitate and guarantee cross products resource engagement
Create Exec communication of action and customer situations
Ensure resource prioritization and resolution of customer escalated issues

Tier Escalation Engineer Manager Resume Examples & Samples

Manage a team of Escalation Engineers, providing mentorship, guidance and career development to members of your team
Effectively lead and develop process and service initiatives for our client support team with an emphasis on exceeding service levels and improving client satisfaction
Identify and prioritize business opportunities to help drive scalable solutions and customer satisfaction
Work seamlessly between TAM, Tier 1, Sales, Marketing, and Engineering teams to ensure that client feedback is integrated with future plans on your team
Support senior management in strategic, business and operational planning
Lead specific initiatives to help achieve business goals, partnering with cross-functional teams across the organization
Drive operational reviews and rhythm of the business leading business analysis
Develop strong collaborative relationships with key stakeholders across the product and company

Escalation Engineer Resume Examples & Samples

Resolve escalated service requests
Proactively seek to exceed customer expectations, leading to high customer satisfaction ratings
Minimum 5 years of experience in customer facing technical support work
Proven ability to resolve customer problems, complaints, and issues utilizing internal and external resources
Strong technical troubleshooting and fault isolation skills in a multi-platform-system-vendor environment
Experience in supporting both hardware and software products, triaging issues, and escalating them to either the appropriate group
Knowledge of various operating systems such as VMware, Solaris, LINUX, and Windows with emphasis on OS tuning for SAN's

Azure Supportability Escalation Engineer Resume Examples & Samples

Identify and implement learnings from service investigations to improve Azure platform architecture, drive continuous improvement in the Azure platform by incorporating feedback from internal/external customers
Develop tools, scripts to automate troubleshooting activities
Respond to and resolve critical customer issues as part of a 24x7x365 global on-call rotation and attend urgent ad-hoc requests

Escalation Engineer Resume Examples & Samples

You love a fast paced environment
You love metrics and data
You love to get down to the details and do your own prototyping
You have passion for BI and technology

Escalation Engineer Resume Examples & Samples

Manage technical readiness of self and others through training and understanding of current business needs
Leverage connections with key players in the customer/p artner organization to create a more expansive contact network
Diagnose customer problems systematically, generating alternative solutions, and providing recommendations that support the customer's working environment and technology strategies
Drive customer satisfaction and retention by delivering solutions that provide high quality results in an expedient manner even when there are significant obstacles
Involve team members early in the planning and strategy development process to create a sense of ownership among all members
Achieve operational goals as set forth by the role’s business unit
Engage in and manage support processes to achieve a high level of efficiency and effectiveness
Mentoring and knowledge delivery to the support community to drive efficiency in the support delivery
Enabling of Microsoft partners through technical readiness/training and day-to-day support work
Effectively manage all the requests to the Customer and Partner Experience team to achieve a high level of efficiency and effectiveness
Improve end-to-end support service quality by implementing new or changes to tools and processes
Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and program management
Use trace analysis, debug skills, source code and other proprietary tools to analyse problems and develop solutions to meet customer needs (possibly writing code)
Provide the last line of technical defence, being the experts on syntax and the way code is written
Act as a technical focal point in cooperative relationships with other companies and/or vendors
Own and resolve technically complex mission critical or politically hot customer issues and share discoveries back into Microsoft systems
Be responsive and flexible to meet customer needs which may sometimes require work outside of normal business hours or on-call rotation
Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA/preview programs
Share knowledge through communities with other engineers and develop customer solutions efficiently
Understand technology strategy and collaborate with other Microsoft teams to address issues
Communicate with Microsoft product groups often to influence decisions
Work directly with the Development and Sustained Engineer teams to obtain product design information
Proactively develop self and others to resolve customer and partner problems
Able to partner within virtual teams towards executing on multiple technical initiatives simultaneously
Use effective communication skills and ability to present complex technical issues to a general audience
Experience supporting Dynamics CRM preferred
MCSE/MCSA preferred
Broad knowledge for industry standards (ex: communication protocols, services…)
The required education is at least High School with a degree in Computer Science or Electrical Engineering being preferred
Ability to encourage teamwork and collaboration, by effectively managing change, and by clearly communicating business strategy
Ability to take leadership of Technical efforts/virtual teams
Ability to initiate and build effective working relationships. with CSS engineers, Product Group and Sustained Engineering
Fully supports Microsoft Corporation strategies & values
Ability to communicate (written and oral) effectively in the customer’s language as determined by the employee’s GTSC / Region including forms of address, grammar, word choice, and cultural implications
Strong experience in systems development, network operations, software support or I.T. consulting
Experience with post-mortem debugging using debugger tools & advanced troubleshooting
Able to read/write and analyze Code
Solid understanding of networking, including protocol use, authentication methodology and industry components
Can work with demanding customers (shows empathy, finds underlying issue, finds common ground, creates shared ownership of issue, builds trust, maintains composure, not afraid to say "no")
Makes effective tactical decisions to help resolve cases. Works effectively with other stakeholders. Recommends technical steps which will help resolve the issue effectively. Supports lead stakeholder in resolving the issue

Escalation Engineer Resume Examples & Samples

Lead a set of Office 365 and other cloud services (eg: Intune, AADP, etc) customers and partners through the Onboarding technical process
Plan, manage and execute a complete Onboarding experience for Cloud customers
Maintain strong working knowledge of the service, take ownership for service improvement
Manage customer and partner Onboarding programs within expected timeframes while continuously driving effectiveness and thus reducing costs
Share knowledge with others through solution documents, contribute to social media, proactively engaging in technical communities
Microsoft Office 365 technical competency: possess a broad knowledge of Office 365 technical architecture
Intune technical competency: possess a broad knowledge of Intune or any other mobile device management software
Advanced skills in PowerShell, Active Directory, Web Services and troubleshooting,
Cloud competency: broad view of Cloud services and products. Understanding the industry transformation towards “cloud only” services
Strong troubleshooting skills across multiple planforms and systems
Medium or advanced networking skills: switches, routers, firewalls
Customer and Partner Focus: proven experience driving positive business impact based on a deep understanding of customer and partner needs
Strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and across organizational boundaries
Must have the ability to take initiative and work in a fast-paced high-stress environment while balancing multiple demands, addressing shifting priorities, and maintaining focus
Ability to build a strong relationship with customers and partners and become a trusted advisor
Collaboration: able to work in a multi-cultural environment and to adapt to the customer’s needs
Applicants must be comfortable with ambiguity while striving to drive the customer into a clear picture of his needs
Advanced degree (MSc, PhD) in engineering, business, marketing, economics or related field is a plus
At least one of the following languages at a proficient level: French, Spanish, Italian or German
Experience supporting one of the following technologies: Exchange, SharePoint, Lync, Active Directory, Windows Server, Networking Solutions
Technical Support experience (in a Tier 2 or 3 role) including experience supporting Enterprise customers

Senior Email Escalation Engineer Resume Examples & Samples

Be the expert and authority on email-related escalations to AirWatch
Take an active role on escalated critical customer issues driving ownership through resolution
Continuously review AirWatch implementations SOPs as well as best practices with R&D/Saas/Deployments and Services to ensure scalability and reliability of Enterprise level deployments
Document and provide Email infrastructure recommendations to AirWatch customers
Set correct expectations and drive relief and resolution through effective communication
Monitor progress of incident and work with Global Escalation Team and Product / R&D Teams to ensure appropriate resources have been allocated and that resources are pro-actively trouble-shooting the incident
Configure Labs to closely mimic customer’s environments
Identify product deficiencies and work with R&D to ensure defects are corrected in a timely manner, as it pertains to escalations, and overall AirWatch product
Analyze and create environment performance metrics
Identify areas of opportunities to improve AirWatch products
Review root cause of escalations and work with appropriate resources to insure continuous improvements of AirWatch product
Travel to customer sites and VMware Offices, as necessary

Escalation Engineer Resume Examples & Samples

Drive adoption and usage across their customer base for all purchased workloads
Work closely with the account management team to help drive overall success and intent
Maintain strong working relationships with other customer facing account personnel in the Sales, Services, Marketing and Product Management teams
Analyze, develop and communicate key Onboarding process and technology improvement feedback for the FastTrack Center end to end process (Onboarding, Migration and Adoption)
Working in the office is required in order to foster a team culture that is highly collaborative and focused on making every onboarding experience perfect
Customer and Partner Focus: Demonstrated skills and abilities to consistently create an amazingly positive experience for our customers and Partners
Adoption Focus: Possess the knowledge and confidence to help motivate a customer’s adoption of their purchased Microsoft cloud-based workloads based on an understanding of customer needs
Strong technical leadership, relationship building to create, reinforce, motivate and guide customers and partners
Microsoft field organizational experience is helpful
A minimum of 2 years of Technical Consulting or Support experience (in a Tier 2 or 3 role) including a minimum of 1 year of experience working with Enterprise customers

Accessibility Escalation Engineer Resume Examples & Samples

Facilitate Accessibility specific case escalations and timely resolution of customer issues
Provide direct support for executive escalations needing Accessibility domain knowledge
Monitor the Tier 3 support queues and provide global support for questions/issues as required by outsource T1/2/3 vendors and escalated customers, ensuring timely and constant communication to affected user(s) as required. Collaboration with the depth EE team representing issues needing immediate attention
Engage with the Technical Advisors on vendor agent performance training opportunities
Knowledge Sharing Accessibility Consult, collaborate and take customer escalations when necessary
Input into cross-technology analysis for issue identification and resolution
Deliver high-quality customer and partner experience (CPE) through timely response and resolution
Collaborate to resolve the customer’s issue in the most efficient way, while optimizing the Escalation Rates, Bug Resolution Rate, Solve Rate, Top Box
Demonstrated ability to recover from dissatisfied customer situations
Use knowledge to innovate on the support and service models to benefit customers with disabilities and accessibility feature set support
Excellent customer service skills and effective learning skills. Deep empathy for customers with disabilities
Breadth of knowledge and experience in Microsoft Consumer Products such as Windows, Office, etc. and Enterprise / Commercial / Public Sector is required
Analytical background and effective at understanding and using multiple data sources to drive change
Strong troubleshooting and problem solving skills and a proven ability to keep a customer engaged until all issues are resolved
Subject Matter Expertise and demonstrated knowledge of Assistive Technologies and Accessibility features, such as JAWS and Magnifier, as well as an understanding for the landscape of 3rd Party Accessibility Providers
Good communication skills, good English-language skills and good service skills are expected
4 Year degree in Computer Science/IT or equivalent related work experience
Broad exposure to technology in general, depth of knowledge in the Operating Systems (including IE/Security/PC Safety) and troubleshooting knowledge of the Applications (Outlook, Word, Excel, PowerPoint, Online Privacy, Security, Consumer Hardware, etc.)
Detailed knowledge of accessibility guidelines (such as Section 508 and WCAG 2.0) and technologies (such as ARIA)
Strong knowledge of how to use market intelligence and competitive landscape information
Ability to understand and communicate technical information to customers, including those with disabilities

Escalation Engineer Resume Examples & Samples

Experience with post-mortem debugging using WinDbg or similar debugger tools
Able to capture, read and analyze network traces
Strong Working knowledge of Windows Architecture and Internals (e.g. Processes, Threads, Memory Management, Networking, Kernel Architecture)
Previous experience working in an administrative, consulting or development capacity on an enterprise server product, such as Exchange, SQL, IIS, O365 and SharePoint or similar Microsoft or competitive Windows based products
Education: Bachelor's Degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or equivalent work experience

Exchange Escalation Engineer Resume Examples & Samples

BS in Computer Science or Engineering or equivalent industry experience
Experience with C# and .NET, PowerShell, Web Services, Exchange and Active Directory
Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product
Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously
Communication skills and being able to present complex technical issues to a general audience are important
Ability to meet customer security screening requirements is required for this role. Customer requirements may include additional personnel screening such as, but not limited to: specialized agency background checks (either national or local which may include fingerprinting). All employees hired into roles supporting Cloud Offerings will also be required to pass Microsoft background checks every two years

Escalation Engineer Resume Examples & Samples

Act as global SME, be the one owning, driving the subject and support readiness globally
Assist and mentor junior staff in team to resolve complex issues
Initiate and drive process improvement as a result of product or customer experience
Initiate and drive team technical initiatives, knowledge excellence such as
Strong analytical, troubleshooting, problem solving skills and command on Customer communication
Database fundamentals - Database concepts, SQL,tuning, queries, plans, joins
OS fundamentals - Linux, CPU, memory, swap, understanding ps, top, vmstat, iostat, file system, etc
Database troubleshooting - client/server, query execution sequence, execution plan, log files
Apply advanced and in-depth knowledge to analyze, diagnose, replicate, troubleshoot and resolve standard to highly complex technical customer reported issues around Pivotal's distributed databases
Troubleshooting skills (PostgreSQL/MPP technologies preferred)å
Knowledge of Python/C/C++/Java/GO to be able to read and understand product source code

Compression Specialist Escalation Engineer Resume Examples & Samples

To executing Problem management activities to resolve critical and complex customer issues
To build and replicate problems on Ericsson Reference/lab systems with the aim of exact problem definition, for demonstration to R&D teams, for the purpose of escalating defects
To act as a common escalation point for issues into R&D Development Unit, for all of the services teams
To liaise with R&D, Programme Management, Product Management and Services to facilitate the most appropriate resolution path
To validate solutions provided by the R&D Development Unit before providing to Customers
To present investigations and solutions to the customer, or their representative
Providing insight and recommendations to management on equipment, tools and procedures
Demonstrate thought leadership and high competence to internal and external customers
Development and delivery of some training to internal and external customers
Providing interface to R&D teams, to generate requirements and use-case insight, to aid with the enhancement and serviceability of future product lines
Inclusion in Development improvements / requirements capture / engineering for problem solving
Development of tools / applications to aid fault finding or diagnostics
Extensive trouble-shooting experience in a number of technical domains
Able to perform detailed numerical/theoretical analysis to isolate problems
Practical and demonstrable abilities in engineering problem solving
Able to assimilate new technical information and apply to unfamiliar situations
Exceptional multitasking skills, with clear prioritisation and reporting by exception
Excellent communication and organisational skills
Ability to make decisions and direct Engineering resource when appropriate
Analysing information to reach testable theories and conclusions
Decisive and Innovative
A minimum of HND in Electronic Engineering, Systems Engineering or a related discipline
Extensive experience in a high-tech electronics/systems environment
Highly Conversant with DVB Broadcast systems and products
Fluent in the use of standard IT tools for diagnosis (Telnet/SSH/FTP/SNMP)
Specific Knowledge and experience in at least 5 of the following

Escalation Engineer Resume Examples & Samples

Experience presenting to large and small audiences
Quality customer service experience
Experience with Microsoft Visual Studio and C#
Previous experience and knowledge in Microsoft Dynamics CRM

Escalation Engineer Resume Examples & Samples

Troubleshooting and support for complex applications
Ensure all issues are treated with urgency
Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional products or applications
Write technical knowledge base articles for team and potentially customers to utilize in troubleshooting or improve current processes and procedures
Experience with Unix/Linux administration and scripting - 2 years preferred
Familiarity with TCP/IP and network based troubleshooting - 2 years preferred
Trace analysis and other debugging experience - 2 years preferred
Troubleshooting and support for complex applications - 1 years
Customer relationship management - 1 year
Technical writing for knowledge bases, wikis and other support tools - 1 year

Escalation Engineer Resume Examples & Samples

Able to read/Write and analyze code in C/C++ and C#
Ability to capture, read and analyze network traces
Previous experience working in an administrative, consulting or development capacity on an enterprise server product, such as Exchange, SQL, IIS, SharePoint or similar Microsoft or competitive Windows based products
Product knowledge of Lync \ Skype for Business (client and server)
Basic understanding of SIP protocol and Voice over IP technology
Experience with Skype SDK, Lync SDK (client / server) , UCMA SDK

Lync Escalation Engineer Resume Examples & Samples

Troubleshooting, maintenance, operations and support of Lync environments
Provide ownership and resolution for escalated issues
Understanding of Microsoft network services such as DNS, WINS and DHCP
Ability to conduct Microsoft Clustering and file services
Ability to help deploy Lync services within large and complex production environments
Researches problem information to proactively identify trends and potential sources of new problems while preventing the recurrence of issues across multiple disparate
Provides research on major incidents and problems, developing complete documentation on impact and root cause of issues
4+ years of consulting experience with 1-2 yrs supporting/implementing Microsoft Lync, Exchange, Active Directory services
Solid understanding (knowledgeable) of basic and intermediate Exchange administration, Active Directory, certificates (public and private PKI), DNS, TCP/IP and routing, SIP fundamentals
High level understanding of exchange server (with unified messaging)
Experience with admin/deployment/migration of a Lync environment
Great communication skills both verbal and written skills to develop technical documentation and presentations
Demonstrated strong project delivery experience with regard to estimates, planning and deliverables using project management methodologies
Demonstrated successful proposal experience including developing and presenting technical requirements based on business requirements
Demonstrated ability to understand a customer's needs and articulate technologies to business stakeholders. Includes developing current and future state assessments/designs that address business requirements and best practices
Strong technical troubleshooting and analytical skills
Knowledge with deployment, and troubleshooting knowledge of Lync Server, including IM/presence, conferencing, enterprise voice, SIPStack tracing
Good knowledge of Exchange Server, SQL Server, Active Directory
Microsoft Windows Server 2008 or 2012; Active Directory; DNS; SQL Server, Certificates
Operations experience with Enterprise Voice Gateways and Session Border Controllers (AudioCodes, Sonus, AcmePacket)
Proficient with network protocols/services and network infrastructure experience
Knowledgeable with telephony and PBX Systems (Cisco, Nortel, Ayaya, etc)
Knowledgeable with Application Delivery Controllers
Experience and knowledge of monitoring Lync and related products
Knowledge of Software Defined Networking
Experience with Skype for Business Server 2015
Experience with System Center Data Protection Manager (DPM)
Experience implementing best practices, as well as Change Management and Problem Management
ServiceNow administration experience, including Event Management, Enterprise CMDB, and Discovery

Senior Escalation Engineer Resume Examples & Samples

Maintains technical overview of client environment. This includes (but is not limited to) incident / problem tracking, and ensuring junior engineers maintain delegated tasks in kind by mentoring and both technically and professionally. Researches problem information to proactively identify trends and potential sources of new problems while preventing the replication of issues within the environment. Acts as SME for escalated issues and questions from NOC and Ops team members
Through continuous review, ensures all open incidents for assigned clients are being worked to resolution; escalates any aged issues to management as needed displaying a sense of ownership and accountability. Works with customers to understand the business needs of clients to create solutions to fit their needs
Primary driver for development and delivery of project / OAI activity in client environments, ensuring resourcing and project management needs are met via delegation and guidance of peers, other members of the Operations Engineering team and NOC
Functions as the highest level point of contact in receiving client requests for resolution. Takes ownership of call and employs established automated and manual processes to ensure a complete, expedient and high quality resolution to client service requests
Provides technical and procedural support to NOC and OPS team members via request or by initiating consultation in high volume situations. Provides research and documentation on major incidents and problems, developing complete documentation on impact and root cause of issues
Assists in the development of standard operating processes, procedures and policies in a dynamically changing business environment that will result in high quality and cost effective client service
Assists in onboarding new clients as assigned
Assists management in developing/delivering training programs for Managed Services staff, including population of knowledge-based systems (Dynamics CRM) with problem resolution tips and best practices
Positions with supervisory responsibilities are responsible for supervising day-to-day work schedules, interviewing/training new personnel, addressing and/or escalating employee issues, goal-setting, job performance monitoring, and other personnel-related activities. Responsible for maintaining and improving department performance through mentoring of personnel. Involvement in long-term planning, operational excellence initiatives. Provides communication between operations personnel and management as necessary for job performance of team
Exchange 2003, 2007, and 2010
SharePoint 2007 and 2010
DPM 2007 and 2010
OCS and Lync
Storage Devices including NetApp and EMC
BlackBerry Enterprise Server 4.1 and 5.0
Windows Server 2003, 2008, and 2008R2
Mail flow troubleshooting- OWA, ActiveSync, OAB, Internal mail flow, and other Exchange related services

Escalation Engineer Resume Examples & Samples

Focus on rapid identification and resolution of complex customer issues
Answer questions and perform initial triage on problem reports via phone, web, and email
At least five years’ experience in a technical support position, preferably with a networking technology company
In depth knowledge and hands on experience with SAN, NAS, NFS, SCSI, RAID, device drivers, Linux and Windows file systems
Deep knowledge of networking, understanding of packet flow and TCP session establishment
Experience reading and understanding packet captures using Sniffer and/or Ethereal/Wireshark
Extensive knowledge of routing protocols and thorough understanding of TCP
Basic understanding of WAN technologies, bandwidth and latency
Experience with general routing/switching, policy based routing, spanning-tree, VLANs and VLAN trunking (WCCP a big plus)
Experience with any of the following is a plus: QoS, Netflow, NAT, SSL, HTTP, CIFS, MAPI, NFS, Firewalls, RAID
Excellent communications skills, both oral and written
Multilingual a plus
Prior or current security clearance a plus, but not required
LI-LA1

Escalation Engineer Resume Examples & Samples

At least one year experience in a technical support or systems engineer / admin position, preferably with a networking technology company
Experience with simulation software (OPNET, MATLAB) highly desirable
BS/MS degree in Computer Science, Information Technology, EE or equivalent experience
Strong understanding of enterprise level network architecture
Experience in scripting (Python or Perl preferred)
Experience with UNIX/Linux
Experience with routing/switching protocols
CCNA required, CCNP preferred
Basic understanding of TCP required
Excellent networking and application troubleshooting skills

Escalation Engineer, Bethesda, Reston, Cary Resume Examples & Samples

At least three years experience in a technical support position, preferably with a networking technology company
In depth knowledge and hands on experience with at least two of the following: SAN, NAS, NFS, SCSI, RAID, device drivers, Linux and Windows file systems
Thorough understanding of TCP
Hands-on experience with OPNET or Riverbed products is a plus
Experience with UNIX/Linux/MS, scripting is a plus
Cisco CCNP or CCIE is highly preferred

Escalation Engineer Resume Examples & Samples

5+ years experience in a technical support position, preferably with a networking technology company
Hands-on experience with Riverbed products is a plus
In depth knowledge and hands on experience in the following: SAN, NAS, NFS, SCSI, RAID, device drivers, and/or file systems
Experience reading and understanding packet captures with tools like Sniffer and/or Ethereal/Wireshark
Strong communication skills with customers, as well as internal company groups

Escalation Engineer Resume Examples & Samples

BS/MS degree in Electrical Engineering/Computer Science, or equivalent experience
3+ years’ experience with JAVA/J2EE/.NET frameworks and the ability to write and troubleshoot scripting languages
3+ years’ experience with Application Servers (Weblogic, Websphere, etc.) and the ability to trouble shoot them
In depth experience with network and application analysis reporting and performance monitoring tools, such as Netscout, NetQoS and Compuware
Deep knowledge of networking, understanding of packet flow and knowledge of LAN/WAN Technologies
Experience with UNIX/Linux, including troubleshooting of performance and resource utilization issues, debugging of process crashes and hardware diagnostics
An understanding of SQL and database schema and querying them
Experience reading and understanding packet captures using Sniffer and/or Ethereal/Wireshark and/or Cascade Pilot and/or AppTransaction or similar
Ability to communicate effectively with customers and engineers
Qualified Network/Application certifications such as RCSP-W, RCSA-APM or RCSP-NPM level is a plus
Enthusiasm for problem solving with diverse technologies

Senior De-escalation Engineer Resume Examples & Samples

We are looking for a Senior Cloud Ops Escalation/De-Escalation Engineerfocusing on both soft and physical layers of our global operations. We are looking for an engineer who will focus on our HCM suite of software delivery, with a focus on Operations as a part of the software solution
What makes this position unique is the need for an incredibly strong technical background, combined with leadership abilities with a history of problem solving and driving down time to resolution on service impacting events. Your mission will be to proactively own high severity escalations, lead the technical engagement and restore operational state to service as in a minimal amount of time. We want people who love to solve problems!
Drive solutions for major escalations in complex environments, in cooperation with development, infrastructure and operations
Mentor developing talents and engineers
5+ years of software development, operations or support engineering
Experience with data structures, technical analysis (code or infrastructure) and/or software design
Experience in the design, analysis and triage of large-scale distributed systems
Experience driving technical solutions
Fluent English highly proficient in communicating to customers and external audiences
Must have demonstrated leadership ability in a team with diverse backgrounds in a dynamic and rapidly changing environment
Strong candidates will have experience with multiple technology layers and an understanding of operations and development methodologies. However, we encourage the diversity of the technologies among the team. Therefore, talent specifically expertise in one technology realm would also be very much welcome

De-escalation Engineer Resume Examples & Samples

We are looking for a Cloud Ops Escalation/De-Escalation Engineer focusing on both soft and physical layers of our global operations. We are looking for an engineer who will focus on our HCM suite of software delivery, with a focus on Operations as a part of the software solution
Like traditional Operations, our goal is to ensure critical systems continue to run, perform well and scale for an ever increasing demand. Unlike traditional Operations, you will have visibility into all tiers of the service, from code to application lifecycle to infrastructure
You will have not only the freedom but the directive own the issue and control of the resources necessary to resolve the issue. You will also be a core driver in identifying gaps as well as defining, driving and updating escalation methodologies used. Everything you work on is geared to the big picture of Software as a Service availability. You are semi-autonomous of the other Engineering and Delivery teams, so your role is to provide an independent eye and perspective on what we deliver with a focus on availability, performance and risk. You will be required to work cross organizationally, with responsible teams, to drive and achieve these goals
Technologies engaged will include, but are not limited to: Java based applications, .NET based applications, network and storage, compute, database, and various monitoring solutions
Within our team, we practice a trust-based working model. If you need to work flexibly from another location or at another time you can do so given your manager’s agreement
Take leadership and drive technical escalations to resolution to ensure maximum availability and performance
Encourage and drive innovative thinking to solve complex problems
Identify areas of issue, concern or weakness and work cross functionally to deliver solutions to improve the availability, scalability, performance and efficiency of SAP SuccessFactors’ service
Be an advocate for continuous improvement of service and design
3-5 years of software development, operations or support engineering
Bachelors or Masters Degree in Computer Science or a related technical field – or equivalent applied experience
Fluent English, highly proficient in communicating to customers and external audiences, secondary languages are appreciated
Interaction with multi-national colleagues
While a detailed knowledge of HCM Cloud product set is not required, must be prepared to rapidly obtain strong familiarly with core products and technology set

Senior Escalation Engineer Resume Examples & Samples

Identify problems relating to mission critical services and push requirements to aid in recovery automation and avoid problem reoccurrence
Work with DevOps, Development and Delivery to capture and drive root cause remediation data and requirements
7+ years of software development, production operations or support engineering experience
Good Understanding of Cloud Base Operations, Deployments, Procedures and Standard
Solid experience with Web & Java enterprise application services such as; Apache, NGINX, IIS, JBoss. Tomcat. Weblogic, Websphere, Glassfish, .NET
Excellent understanding of core Internet technologies, networks and protocols such as: TCP/UDP, IP, DNS, HTTP, TLS, SMTP, Load Balancers, VLANS, Firewalls
Detailed understanding of Linux/Unix based systems from kernel, shell, scripting, etc
Solid Understanding of Enterprise / Service Provider Data Center Architecture (high density servers, backbone routers/switches, load balancers, SAN/NAS)
Solid understanding of IT security principles and disaster recovery
Strong technical grounding & experience with enterprise database technology (e.g. HANA, MaxDB, Sybase, Oracle, MS SQL) a plus
Strong familiarity Enterprise class Fault Monitoring and Performance Management tools
Experience driving technical solution
Strong verbal, written communications skills and presentation skills

Escalation Engineer Resume Examples & Samples

Lead technical escalations and interact with VCE (and/or VMware, Cisco, EMC directly) technical support and platform-engineering resources to ensure post sales customer escalations are prioritised and managed within the customer support framework
Integrate customer and VCE business requirements with technical requirements to determine best course of action when resolving customer issues
Provide technical updates, documentation, white papers, presentations, demonstrations, field consulting, customer briefing and executive presentations
Interfaces with customer on behalf of senior management via customer meetings and written communication
Provide technical consulting and installation advice at customer sites and remotely in support of product rollouts ensuring product specifications are met
Ability to conduct customer requested functional/performance testing
Provide technical expertise for products to influence development efforts with documentation and training materials
Field visits, consulting with customers and investor company personnel on technical analysis and feedback of perceived products strengths and weaknesses
Works on unusually complex problems and provides solutions which are highly innovative
Develop and implement feedback mechanisms for use in preventing future support process breaks down
Take the lead in development and presentation of post event Root Cause Analysis Reports as required
Participate in on site customer meetings during or post escalation if required
Provide a regular reports for escalated issues for review by Customer Advocacy Director, as well as Technical Support management and use in other reporting to Senior Executives
As a 24X7X365 organization, shift work, holidays and on-call responsibilities may be required as well as occasional travel to customer sites
Understanding of VCE and VBlock solutions
VBlock product and/or VCE cross-product training is highly desirable
Adaptable (ability to quickly learn new technologies as required)
Problem solving – Ability to be resourceful and “figure things out”
Self-confidence – Ability to express opinions and influence effectively
Professional demeanor – punctuality, professional attire
Technical Skills: Expert skill set in one or more VBlock products and broad system application and IT knowledge
Education Required: Bachelors (Tech) or equivalent
Experience Required: 8-10 Years
Physical Requirements: No
Limited Travel Required: Yes

Escalation Engineer Resume Examples & Samples

2+ years demonstrable track record with experience in incident/problem management on mission critical services
Highly motivated self-starter with technical aptitude and a commitment to achieving results
Ability to correlate system behaviors based on known interdependencies between those systems
Experience dealing effectively with internal and external customers during problem resolution and operating efficiently under pressure
Excellent written and oral English communication skills
Excellent critical thinking and logical problem solving skills
Experience working in a fast-paced agile environment
Effective prioritisation and time management skills
Confidence to initiate and lead business wide conference calls
Knowledge of ITIL and Lean Processes (ITIL certification preferred)
Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field

Escalation Engineer Resume Examples & Samples

Continuous real-time monitoring of incoming alarms
Prioritize, manage and own emerging and developing customer issues from start to finish
Quickly detect and diagnose service impacting events
Provide critical incident response/management for AWS Service Teams
Monitor and manage communications during high impact events via relevant channels
Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
Drive down mean time to engagement and communication for all incident types
Broad understanding of AWS architecture and service inter-dependencies
Collaborating with key stakeholders around documentation and processes regarding recurring issues as well as new service updates
Provide crisp and timely communication on developing issues to relevant stakeholders
Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
Analyze data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues
Deliver customer impairment reports for relevant stakeholders
Ability to maintain composure in dynamic and high pressure situations
Perform other duties as required by the organization
5+ years demonstrable track record with experience in incident management on mission critical services
Excellent ability to correlate system behaviors based on known interdependencies between those systems
Demonstrated proficiency with Systems (Windows/Linux) and Networking concepts
Work closely with others to identify opportunities for improvement
Confidence to initiate and lead AWS-wide conference calls
Ability to analyze, consolidate, and aggregate data from various sources
Open to working alternative hours (i.e. 7am-3pm or 10am-6pm), including some weekends and holidays as required
2+ years practical experience with virtualization technologies
Experience with AWS Services
Knowledge and implementation of Lean Processes
ITIL v3 / COBIT 5 certification
Proven success driving continual process improvements
Experienced facilitator with strong leadership and influencing skills
Experience managing cross-functional and virtual teams as required
Succinctly convey complex problems in easy to digest terms for all stakeholders
Be willing to act with a sense of urgency, balanced with diplomacy

Escalation Engineer Resume Examples & Samples

Striving to go above and beyond
Passion for the customer
Developer/Technical support experience troubleshooting and debugging complex, distributed applications is preferred
Familiarity with internet and networking knowledge (HTML, JavaScript, JSON, HTTP, SSL and TCP/IP) and strong experience with SQL database queries

Senior Escalation Engineer Eee-dev Resume Examples & Samples

Design and implement automated solutions built upon technologies such as C#, Azure, JSON, PowerShell ,C#, SQL, Java script, HTML, Object oriented programing concepts, COSMOS or Big data (plus, not required)
Collaborate across stakeholders to prioritize, define requirements, and measure outcomes
A BS degree in Computer Science or related field of study
2-3 years’ experience shipping production quality software
Prior experience developing, deploying, and maintaining Azure based websites and services

Escalation Engineer Resume Examples & Samples

At least 3-5 years’ experience in a technical support position, preferably with a networking technology company
Proficient in Cloud Technology (AWS/Azure)
Knowledge in virtulization technology
LI-JG1

Escalation Engineer Resume Examples & Samples

Strong understanding of Microsoft Active Directory
Excellent troubleshooting methods
Excellent; verbal and written communication skills
Relevant internship experience desirable in a networking technology company, or Enterprise networking environment
1-2 years experience as a technical support or systems engineer / admin
LI-AO1

Escalation Engineer Resume Examples & Samples

Maintain and enhance the quality of existing code/scenarios already in production
Understand our data and how it can be used to detect problems customer might be running into with the service
Language fluency in C#, SQL, HTML/CSS, JavaScript, Power Shell
Highly Desirable: COSMOS, Hadoop or Big Data
Soft Skills – Go getter, proactive

Deployment & Escalation Engineer Resume Examples & Samples

Acts as a filter and liason between engineering and customer/customer account/customer support teams
Familiarity with Service Provider customers and environments
Demonstrated customer-management skill-sets
Technical writing skills (whitepapers, documents, presentations, etc.)
BS/MS in Computer Science/Electrical/relevant Engineering area

Escalation Engineer Resume Examples & Samples

Ability to analyze, troubleshoot, and remediate Azure subscription management escalations spanning software, hardware, network and datacenter stacks and bring quicker resolutions
Provide customer escalation analysis and leveraging data to drive further improvements in the platform, tooling improvements
Identify and drive requirements for increased customer self-supportability
Effective, polished interaction with customer to gather information
Cross-team collaboration
Logical and Critical thinking

Senior Escalation Engineer Resume Examples & Samples

Early planning with PG to ensure adoption of Serviceability standards, providing product feedback and evaluating the supportability sign-off guidelines for the release. As a customer ambassador, you will also partner with the engineering leadership for strategic technical planning discussions to review architectural and design plans, Diagnostics and supportability tools creation and ensuring that we ship each new product adhering to our Serviceability Standards
Identifying emerging customer trends and drive engineering opportunities to mitigate and/or eliminate from the workflow. Able to analyze trends and determine a range of potential work item categories to mitigate; such as self-healing mechanisms, transparency, automation, instrumentation, telemetry, error messaging, security, and/or increasing the product capabilities. Also must be able to anticipate ways in which customers will attempt to use a feature, and discern where there may be usability or supportability gaps that need to be addressed
Identifying, verifying, documenting and driving bugs, issues and risks to resolution. This role requires the ability to frame and communicate issues, risks, priorities, and recommendations clearly and concisely, show exceptional attention to detail, and demonstrate the ability to build broad relationships with the right influencers, leveraging those relationships to mitigate top issues. The successful candidate will have a solid understanding of the competitive landscape and use this understanding to influence key decision makers in both Support and the Engineering Groups. You must be able to work well under pressure while also exhibiting flexibility with a strong tolerance for managing through ambiguity and uncertainty
Build strong connections with the engineering teams, release, delivery, and readiness to ensure we have the right technical and operational readiness, tools, and telemetry for new releases or features. This includes creating, delivering, and coordinating readiness activities. Assist in setting up Microsoft internal tools and processes, and monitoring activity after release for adjustments. Use data, story-telling, and customer insights to influence and drive product improvement
Communicating release status. This position requires extensive cross-group coordination at all levels, as well as an understanding of Big Data Services and underlying OSS technologies with a particular focus on the business impact related to support, feedback and advocacy. Candidates must have excellent oral and written communication skills and the ability to formulate strategy, and represent issues and recommendations clearly. Attention to detail; and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. You must be able to work well under pressure and deadlines, and must be flexible with tolerance for and ability to manage ambiguity and uncertainty across a broad organizational matrix
Work with Microsoft external partners
Establish technical partnerships with collaborators from the other company
Create joint readiness materials
Create common troubleshooting workflows
Establish troubleshooting boundaries and scenarios
Create troubleshooting tools and scripts in the partner ecosystem
Learn new Operating Systems
Understand how new product releases will work across multiple platforms and OS
Create readiness for cross platform scenarios
Understand scripting and programming technologies in cross platform ecosystem
BS in Computer Science or Engineering or equivalent industry experience
At least 3-5 years of Technical Escalation Support experience including experience in a customer-facing or customer technical support role
Experience working with SQL Server and Azure SQL Database
Open Source Big Data Technologies: Hadoop, YARN, Storm, Spark, DocDB
Microsoft Big Dat Technologies: HDInsight, Azure Data Lake Store, Azure Data Lake Analytics, Azure DocumentDB, Azure Stream Analytics, Azure Data Factory, Azure Machine Learning
Basic Networking, LAN, WAN, common Internet protocols and APIs (REST, etc)
Development/Coding
Leadership - handle technically challenging and politically hot customer situations
Comfortable creating a “cause map” for troubleshooting the feature, and identifying appropriate tooling/supportability features to do this efficiently
Ability to drive product/service improvements in core technical focus area
Strong communication skills and being able to present complex technical issues to a general audience are important

Escalation Engineer Resume Examples & Samples

The tasks this individual is responsible are often unstructured and the issues addressed are less defined requiring new perspectives and creative approaches
Interaction
Limited supervision and direction is provided, as this individual can operate and drive results and set priorities independently
To be successful, this individual must demonstrate favorable results through regular leadership and influencing others
8 – 12 years of experience is required
A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required
Backup and database applications and/or Network Appliance software (SnapDrive, SnapMirror, SnapManager) is desired

Escalation Engineer Resume Examples & Samples

Assess the importance of technical issues, coordinate action within a team of 5+ people, resolve or escalate issues to the right level
Investigate complex problems and find innovative answers to blocking issues
Coordinate 400+ people and the operational teams to ensure that the most critical issues are taken care of fast and efficiently
Help influence the R&D in improving the platform’s weak spots, develop tools to get an accurate map of the biggest issues, diagnose the platform automatically
Be part of the level 2 on-duty team and help maintain a good level of service with some on call responsibilities
You will implement measures to ensure an incident only happens once, and never again
A rock-solid taste for investigation
Great written and oral communication in English – French desirable
Experience of working extensively with JIRA
Recent experience in incident management
Not afraid of obstacles
Curious and autonomous

Escalation Engineer Resume Examples & Samples

We provide technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access
You will perform advanced problem analysis and isolate problems of moderate to high complexity, with little instruction from team leads and/or management
Published articles on moderately complex technical support issues in Citrix’s online knowledgebase, and reviews others articles
We believe in education so you will document cases, recommendations, and resolutions clearly in the CRM system (Salesforce
You will participate in an on call rotation with transfer of cases to other geo’s in a ‘follow the sun’ methodology

Escalation Engineer Mobility Resume Examples & Samples

Act as a SME (Subject Matter Expert) in at least one core Citrix product and demonstrates a solid understanding of at least one adjacent product
Develop and review advanced technical training for internal and external audiences across multiple products or components
Participation in a 24x7 on-call rotation
Refine existing project management skills through participation in projects as a stakeholder or sub-team leader

Escalation Engineer Resume Examples & Samples

We are customer obsessed and aim to provide extraordinary technical assistance on Citrix products to customers of medium to large size, scope, and/or political complexity - via phone, email and/or remote access
We have targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals you will strive to achieve
We love collaboration and give you an opportunity to publish articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles
You may participate in weekend follow the sun coverage and occasionally conduct onsite mission
We value education and ask that you pass Citrix certifications to advance your skills and career
You should have experience with MDM, MAM or EMM products and technologies in an Enterprise environment
We are looking for you to have a suitable understanding of the Network topology, Active directory, and communication protocols
In this role you will develop a deep technical understanding in a core Citrix product line
We need you to possess good problem solving and analytical skills
Definitely need strong written and verbal communication skills
Deep understanding of server administration and networking protocols (such as TCP/IP)
An excellent customer service attitude and the ability to interact with customers in a professional manner are required
CompTIA Mobility+ is a plus
Experience in administrating a PKI infrastructure in areas as certificate authorities, server or client certificates
LI-MC1
EP

Lead Escalation Engineer Resume Examples & Samples

Good understanding of Windows architecture
Good understanding of Startup and Shutdown sequence in Windows
Good troubleshooting skills of Core Windows OS components (RPC, DCOM, WMI etc)
Good understanding of Microsoft Terminal Services & Printing architecture
Exposure and troubleshooting experience in a Windows Active Directory domain environment is crucial
Strong understanding of DNS, DHCP and other networking concepts
Logical thinking and logical troubleshooting approach are extremely important
Ability to analyze Memory dumps of Windows Processes and also the OS
Good understanding of Virtualization and hypervisors
Hands on experience in analyzing network traces, debug logs, perfmon logs etc is a must
Knowledge of troubleshooting tools - Windows built-in tools, Sysinternal tools(process monitor,process explorer etc) and other 3rd party tools
Ability to read and understand C, C++, .net code, knowledge of PowerShell scripting, SQL database and Storage will be a definite plus

Senior Escalation Engineer Resume Examples & Samples

Excellent customer service attitude and the ability to interact with customers in a professional manner
The ability to work in a fast-paced environment and use judgment in handling customer issues and provide technical assistance as needed
The candidate should be a highly capable communicator (oral and written), who can precisely explain technical phenomena to product managers, internal Citrix management and external customers
Provide technical diagnosis, troubleshooting information, workarounds and root cause analysis
Escalate cases to Product Development Engineering management when additional resources are required
Should be able to de-escalate/defuse sensitive customer situations by using appropriate communication planning and follow through that helps drive confident communication
Should be able to effectively communicate with VP level leadership for both internal and external audiences
Expected to drive critical issue management communication to ensure actions are set, assigned and delivered
Provide assistance to Development during remote debug dial-in sessions
Conduct periodic review of open escalations for the team with Developers to ensure proper issue priority assignment
Help team members to reproduce customer issues in the Laboratory to verify problems and provide feedback to the Development department as needed
Leverage the CRM to perform case reviews and audits and provide feedback to less tenured/junior team members
Expected to know how when and how to raise concerns when assigned tasks are over and above what can be managed and committed to with success
Promote a team environment by assisting and contributing to fellow Citrix employees whenever necessary to enhance the professional development of everyone within the organization
Candidate should have a working knowledge of emerging mobile device management solution
Demonstrate proficiency in installation, configuration and support of Mobile Device Management (MDM) & enterprise level mobility solution
Demonstrate proficiency with the configuration and support of iOS, Samsung/ Android and Windows mobile devices
Experience installing, configuring and supporting Windows Server and Active Directory/LDAP
Understanding of Linux OS from a day to day work prospective
Understanding of SQL database management & Network Layer including VPN Technology
Hands on Experience Citrix products like Netscaler Storefront & XenApp/XenDesktop
Should have excellent verbal and written communication skills
Understanding of CRM system and correct use/effective case documentation skills
Appropriate time management skills and ability to handle difficult customer conversations
Knowledge of call escalation processes
Design and host advanced training classes quarterly for internal teams
Increase skill set with Network Operating Systems and network monitoring, sniffers and protocol analyzers
Increase knowledge of Security technologies
Increase knowledge of Layer 4-7 load balancing and SSL acceleration
Ability to perform in-depth analysis of memory/core dumps, user dumps, network traces and Citrix specific tracing and logging
Ability to investigate failures in Citrix modules with custom debug tracing necessary to isolate root cause
Develop deep technical understanding in multiple components in their core Citrix product line and underlying technologies
Should be able to analyze gathered information, pinpoint missing data, and provides feedback to the less senior members of the team letting technical direction on those cases

Escalation Engineer Resume Examples & Samples

Resolve technically complex, mission critical or politically hot issues with general instruction and oversight by management and/or more senior members of the team
Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development by providing clear issue documentation
Write complex technical articles and case studies for the knowledge base leveraging the customer reported cases
Develop expertise in at least one core Citrix product
Develop and deliver functional level technical training material for internal or external audiences in at least one core Citrix product
Bachelor’s degree or equivalent experience required; Master’s Degree preferred
Must have 3 years hands-on Networking troubleshooting experience
Hold or have obtained in the past: CCNA, CCNP and CCIE certifications
Demonstrated experience leading technical support or engineering teams as a team lead or manager
Understands the operating system & network protocol basics and builds Citrix Product knowledge while in position
Possess excellent problem solving and communication skills
Working knowledge of Operating Systems (FreeBSD/Linux experience: UNIX certification preferred, but not required)
Demonstrated ability to write complex technical articles and case studies for knowledge base submittal
Demonstrated ability to reproduce, troubleshoot and workaround networking issues using the following tools: Netmon, TCPDump and WireShark utilities

Principal Escalation Engineer Resume Examples & Samples

Strong technical leader with 5+ years’ experience in 3rd level technical support escalation role
Technical Degree in Computer Science Engineering or Related Experience
Proficiencies with debugging desktop and mobile (iOS, Android) environments
Expert level Network engineer highly skilled in debugging TCP/IP (IPv4/IPv6)
Wireless technology trouble shooting experience preferred
Scripting experience (Python/Ruby/Go/Perl) preferred
Amazon Web Services or other Cloud technology experience desirable
Highly proficient with protocol level debugging with Wireshark, tcpdump or similar industry tools
Troubleshooting Tools such as Resource Monitor, Process monitor preferred
Experience with testing embedded consumer electronics or wireless mobile devices in technical customer support environment is a plus
Great communicator with an ability to breakdown a technical situation to understandable terms for all levels of audience

Escalation Engineer Resume Examples & Samples

One or more of the Linux operating systems, network administration, and networking protocols/functions (e.g., HTTP, HTTPS, SSL/TLS, SMTP, DNS)
Iaas/Cloud Infrastructure (e.g., AWS, Azure, OpenStack, vSphere, etc.)
Reading, understanding and making small changes to moderately complex applications written in one of the following languages: Ruby, Python Rails, GO, NodeJS, and especially .NET and/or Java
Container technologies such as Docker or container orchestration tools like CoreOS, Docker Swarm, Kubernetes, etc
Software development practices, git workflows, Continuous Integration/Continuous Delivery
Automation tools like Chef, Puppet, Ansible, Saltstack, Mesos or similar technologies
Ticketing systems such as Zendesk, Jira, Desk.com, Salesforce Service Cloud, Freshdesk

Escalation Engineer Resume Examples & Samples

The ideal candidate may have a four-year degree in C.S. or Engineering and/or a minimum of two years’ product support experience or software development
Candidates must be critical thinkers with strong customer service skills
Able to read and analyze C/C++
Experience with post-mortem debugging using WinDbg or similar debugging tools
Working knowledge of Windows Architecture and Internals

BU Escalation Engineer Resume Examples & Samples

Min 6 years Background in Sw development, or product testing or customer support, or database administration on security and networking technologies
Excellent Network security (Identity) skills with focus on AAA, Radius protocols, Guest management, BYOD etc
Hands on knowledge on Java/C based SDLC is preferable
Superior skills in localizing problem areas and solving system wide problem
Experience in setting up, and configuring network deployments
Experience with network analysers and network troubleshooting tools
Experience with AAA protocols, and several LAN/WAN and network layer protocols
2+years of server operating system experience working with Linux, Windows, MAC, VMWare
Strong analytical and end-to-end problem solving skills
Ability to multi-task and prioritize with a strong sense of getting to closure
Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results
Determines own methods on issue resolution
Uses judgment to solve problems where protocol might not exist
AAA Dot1x Protocols (EAP)
Oracle Database Administration
Java/Application Debugging

Escalation Engineer Resume Examples & Samples

Independently de-escalates / defuses complex customer situations by using appropriate communication planning and follow through that helps drive confident communication
Independently resolve the most technically complex, mission critical or politically hot customer issues
Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development -by providing clear issue documentation and by leveraging productive cross-functional working relationships with senior-level players in their area of expertise
Collaborate with other teams to write & review complex technical articles and case studies for the knowledgebase leveraging the customer reported cases, product specifications, and wide ranging experience

Lead Escalation Engineer Resume Examples & Samples

Drives and/or coordinates cross team and cross vendor communications with the goal of aligning the required resources to resolve customer technical issues that span multiple products and vendors
Is sought after by management and peers to help resolve the most technically complex, mission critical or politically hot customer issues
Act as a SME (Subject Matter Expert) in at least one core Citrix product and demonstrates a solid technical understanding of the entire Citrix Delivery Center
Plays a key role in the interview and interview planning and training of new team members
May participate in a 24x7 on-call rotation
Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills
Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle
Must possess a Bachelor of Science in Computer Information Systems or equivalent advanced industry certifications
Previous experience as a Senior Escalation Engineer
Will to travel up to 20% of the time
Citrix product certifications required
Must have minimum 9 years hands-on troubleshooting experience with Virtualization products that includes 5 years with the Escalation team interfacing with the Engineering and Product Management team
LI-AR1

Escalation Engineer Resume Examples & Samples

A minimum of two years product support experience or software development
The ideal candidate may have a four year degree in C.S. or Engineering
Candidates must be a critical thinker with strong customer service skills
Able to read and analyze C/C++ & SQL

Lead Escalation Engineer Resume Examples & Samples

Drives and/or coordinates cross team and cross vendor communications with the goal of aligning the required resources to resolve customer technical issues that span mutiple products and vendors
Requirements (Education, Certification, Training, and Experience)
Must have minimum 9 years hands-on troubleshooting experience with Citrix products that includes 5 years with the Escalation team interfacing with the Engineering and Product Management teams
You will attended advanced Project Management Classes or something equivalent

Senior Escalation Engineer Resume Examples & Samples

Use debugging techniques, tools, analyzing API flow, source code, etc to analyze, suggest or develop code to address issues
Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development - by providing clear issue documentation and by leveraging productive cross-functional working relationships with senior-level players in their area of expertise
May participate in interviewing and training new team members

Senior Escalation Engineer Resume Examples & Samples

Act as the escalation point for Tier II Technical Support Engineers
Take over highly visible, critical customer issues and manage - on your own through to completion
Troubleshooting complex customer environments and provide root cause analysis as well as workarounds
Communicate with Engineering team on potential defects
Recommend new and existing solutions which involve enhancing application/systems functionality, features and defect repair
Standby shift for Severity 1 outage escalations
Weekend on call rotation

Escalation Engineer Resume Examples & Samples

Setting the strategic priorities for Serviceability work through the full product lifecycle. Candidates must have excellent oral and written communication skills and the ability to formulate strategy, set priorities and communicate strategic direction to a broad set of stakeholders – such as Service Delivery teams, Communities team in China, Product Group leadership and other partners in Customer Service and Support. Attention to detail; and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. You must be able to work well under pressure and deadlines, and must be flexible with tolerance for and ability to manage ambiguity and uncertainty across a broad organizational matrix
Early planning with PG to ensure adoption of Serviceability standards, providing product feedback and evaluating the supportability sign-off guidelines for the release. As a customer ambassador, you will also partner with the engineering leadership for strategic technical planning discussions to review architectural and design plans, Diagnostics and supportability tools creation and ensuring that we ship each new product adhering to our Serviceability Standards. Since Windows Developer technology spans multiple areas within WDG (Windows and Devices Group), it will be critical to identify, own and manage the relationship across different teams within WDG and work with key Dev, PM and Quality partners representing their feature areas
Identifying emerging customer trends and drive engineering opportunities to mitigate and/or eliminate from the workflow. Able to analyze trends and determine a range of potential work item categories to mitigate; such as self-healing mechanisms, transparency, automation, instrumentation, telemetry, error messaging, security, and/or increasing the product capabilities – such as improving documentation and/or code samples. Also, must be able to anticipate ways in which customers will attempt to use a feature, and discern areas where there may be usability or supportability gaps that need to be addressed
Identifying, verifying, documenting and driving bugs, issues and risks to resolution. This role requires the ability to frame and communicate issues, risks, priorities, and recommendations clearly and concisely, show exceptional attention to detail, and demonstrate the ability to build broad relationships with the right influencers, leveraging those relationships to mitigate top issues. The successful candidate will have a solid understanding of the competitive landscape and use this understanding to identify and influence key decision makers in both CSS and the Engineering teams. You must be able to work well under pressure while also exhibiting flexibility with a strong tolerance for managing through ambiguity and uncertainty
Build strong connections with the engineering teams, delivery, and readiness to ensure we have the right technical and operational models in place to support new technology releases. This includes using data, story-telling, and customer insights to influence and drive product direction and delivery planning
Work with Supportability PM to drive Product Feedback discussions and progress. You will need to work with the Supportability Program Managers and PG contacts to build, track and work on supportability and planning efforts across Windows Developer technologies that span different device form factors such as Hololens, SurfaceHub, XBOX etc. This includes discussions with multiple PG contacts for status, timelines and outcomes along with getting the right data to track and present
Partner with Delivery Leads and Delivery Business Managers. This role will require effective communication between the Delivery organization, Serviceability, Support Planning and Release management to ensure that everyone understand what is coming, and what the needs of the business are. This will range from helping to understand readiness needs, to understanding the top issues that Delivery is encountering, to insights into trending information
3+ years of Technical Escalation Support experience including experience in a customer-facing or customer technical support role
Experience working with Windows and Linux
Window Development Kits (includes Universal apps, Classic Desktop or Win32 apps, Device driver development)
IoT solutions
Familiarity with development tools (Visual Studio, Xamarin), programming languages, and troubleshooting
Familiarity and understanding of Windows app development, especially for Universal Windows apps (UWP) – which includes understanding the process of how to start with an app until the app is submitted to the Store
Familiarity with Win32 app development and/or driver development is an additional plus
Outstanding partnering capabilities. This includes working closely with Technology Leads in Serviceability and Delivery SMEs to complete supportability and readiness tasks, triage and mitigate top issues, etc
Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to define a trend of issues, analyze problems and develop solutions
Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously

Escalation Engineer Resume Examples & Samples

Respond to customer inquiries, primarily via email and telephone
Run frequent meetings with your own accounts, ie. customers, to ensure holistic approach and support is provided, while addressing their issues and projects
Resolve any customer technical issues through diligent research, reproduction, and troubleshooting
Provide guidelines and best practices on planned projects and activities
Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
Document all technical inquiries; develop and review content for knowledgebase
Provide training or assistance to junior staff
Participate in testing alpha and beta products, help customers adopt
Be an advocate for virtualization
Troubleshoot and engage with engineering on customer reported issues

Lead Escalation Engineer Resume Examples & Samples

Working knowledge of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)
Working knowledge of Load Balancers (NetScaler, F5 , Cisco CSS)
Working knowledge Network Operating Systems (IOS, CatOS, JunOS)
Working knowledge of Layer 4-7 load balancing and SSL acceleration
Familiarity with UNIX (BSD and Linux) scripting languages (Perl, Bash, Kixtart, etc.)

Lead Escalation Engineer Resume Examples & Samples

Citrix product certifications a plus
Must have minimum 9 years hands-on troubleshooting experience with networking products that includes 5 years with the Escalation team interfacing with the Engineering and Product Management teams
Advanced Project Management Classes a plus

Escalation Engineer Resume Examples & Samples

Resolve escalated customer issues and maintain ownership until the problem resolved completely with minimal over site from more senior members of the team
Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development - by providing clear issue documentation and by leveraging productive cross-functional working relationships in their area of expertise
Act as a SME (Subject Matter Expert) in at least one core Citrix product and develops an understanding of at least one adjacent product
Develop and review intermediate level technical training for internal and external audiences in at least one core Citrix product
Develop project management skills through participation in projects
Builds code or script literacy while in position with the goal to have the ability to read and understand existing code and or scripts

Senior Escalation Engineer Resume Examples & Samples

Is able to self prioritize work items based on customer requirements and minimal instruction from Sr. team mates
Act as a resource for less senior members of the team as needed to troubleshoot and resolve specific customer issues
Provides problem report prioritization for Engineering in at least one core Citrix product
Write & review complex technical articles and case studies for the knowledge base leveraging the customer reported cases, product specifications, and previous experience
Understands the operating system resource management and builds OS level and/or network debugging skills in position

Lead Escalation Engineer Resume Examples & Samples

Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas
Key Technical Contact for troubleshooting and debugging complex escalated issues – working with the customer, internal Third-level Engineering and Product Development teams for the resolution of high impact or pervasive issues
Manage relationships with customers until the issue is resolved. These issues may not only be technically challenging but politically charged and/or mission critical situations requiring the highest level of customer service
May act as a focal point in cooperative relationships with other companies, including Software, Security, Network and Hardware vendors
Collaborate with other teams to write & review complex technical articles and case studies for the knowledge base leveraging the customer reported cases, product specifications, and wide ranging experience
Represent Company and Team in Internal and External Technical Events and Seminars hosted by MVPs, Third-party and Citrix Internal
LI-SP1

Tier Messaging Escalation Engineer Resume Examples & Samples

Microsoft Windows Server 2008 or 2012; Active Directory; DNS; Certificates
Enterprise Voice/Lync
Solid written and spoken English skills

Senior Ucce Escalation Engineer Resume Examples & Samples

4+ years administration, troubleshooting and support experience with Cisco UCC Enterprise. Integration and deployment experience with these applications is highly desirable
Cisco IP Dialer development and support experience
Experience with CISCO IP-IVR Application performing design, development, and support functions
Experience performing CISCO ICM Script Design and Deployment
Experience with CISCO CVP Application Design and Development
Exposure with CISCO UCCE Solution Architecture and Integration
Multi-site configuration and hybrid of enterprise level IP and TDM environments
Cisco Certifications (i.e., CCNA, CCDP, CCIE) preferred

Encryption Escalation Engineer Resume Examples & Samples

Implementing customer changes across all technologies
Working changes based on standard service measures
Providing technical training to other members of HP ESS MSS AMS SOC
Attending technical training to retain skill levels across the HP ESS MSS AMS SOC Portfolio
Specialize and be a focal point for at least 3 products from the portfolio
Mentor junior members of the team
Troubleshooting change implementation problems
Documenting customer infrastructure and configuration
Liaise with vendors to support client devices and environments
Excellent communication skills with the ability to articulate clearly in writing and verbally
Evaluate unique or complex installations or configurations and make recommendations for resolution. Review and may resolve complex business issues
Engages team members for support as required to ensure internal or external business and end users/clients Service Level Agreements (SLA) demands are met
Confident and eager to take on additional more complex tasks
Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements
Ability to articulate clearly, recommend and explain resolutions /clients
Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process
Has the knowledge and confidence to act as point of expertise and trusted advisor for peers and customers alike
Understand and utilize Information Technology Information Library (ITIL)
Comfortable managing technical issue as well as customer business impact and ability to blend and appreciate these aspects in communication with customer
The Managed Security Services (MSS) Laptop Desktop Encryption (LDE) Engineer will be responsible for helping to develop and maintain the overall service delivered by the MSS team to the clients, ensuring the services delivered meet the client requirements, support the overall MSS business plan and are cost effective, ensuring HP is meeting is contractual objectives
Responsible for building and maintaining the services (systems) that will be delivered as part of the overall MSS group services
The MSS LDE team member will work with the service delivery teams, peers and clients to ensure information and services implemented and delivered are operating smoothly, so that any queries and issues are dealt with effectively and promptly
Work with Project Managers to Implement LDE solution and perform upgrades
Work closely with various teams to support steady state/production
Responsibility for maintaining and ensuring standard solutions are implemented and delivered according to Global Portfolio direction
Will assist in trouble shooting issues and act as a point of escalation for the client, owning queries or issues through to resolution
Responsibility for helping to drive service improvements by ensuring that any issues or concerns with the services supplied are clearly understood
Work with vendors to troubleshoot issues
Support of sales teams in pursuit of accounts of strategic importance to the MSS Service Line, to Enterprise Security Services and to HP
5-7 years experience in relevant technologies of Pointsec (Checkpoint), McAfee, Symantec, and
3 Technical Industry Standard Certifications in Security and/or Network
3 Years IT experience

Escalation Engineer Resume Examples & Samples

Provide workarounds to mitigate product defects
Beta Support
Provide Technical Training
Represent the BU as an SME/Technical Lead in internal and external correspondence
BSc in Computer Science or similar degree
8+ years experience in a technical support position, preferably with a networking technology company
3+ years as escalation engineer within L3/L4 support groups
5+ years experience using Tcpdump, Wireshark or any other Sniffer tools
5+ years experience with Security technologies and Standards such as HTTP/S, VPNs and IPSec
3+ years experience with any of the following: Wan optimization,Cloud services, CDN
Cisco CCIE, CCNP,CISSP, CCSP or equivalent
Understanding of WAN technologies, MPLS networks, bandwidth and latency
Experience with Security products such Firewall , secure web gateway, threat detection
Maintain and improve consistently high customer satisfaction - Go the extra mile for the customers
Proven success in fast paced and high pressure support environment

Lead Escalation Engineer Resume Examples & Samples

Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management
Control administrative tasks for incoming cases. This includes ensuring proper troubleshooting prior to escalation, ensuring proper documentation, and ensure all standard procedures and processes are followed
Travel up to 10% of the time

Senior Escalation Engineer Resume Examples & Samples

You will drive and/or coordinates cross team and cross-vendor communications with the goal of aligning the required resources to resolve customer technical issues that span multiple products and vendors
You will be sought after by management and peers to help resolve the most technically complex, mission-critical or politically hot customer issues
Act as a SME (Subject Matter Expert) in at least one core Citrix product and demonstrates a solid technical understanding of the entire Citrix suite of products
Participate in late shift (12pm-9pmEastern) and/or weekend on-call rotation

Senior Firewall Escalation Engineer Resume Examples & Samples

Troubleshooting and diagnosing software problems
Setting priorities for customer-reported bugs, and ensuring they get fixed
Driving the resolution of executive-level escalations
Providing feedback to the rest of the organization to improve the product and the customer experience

Escalation Engineer Virtualization Resume Examples & Samples

Documents cases, recommendations, and resolutions clearly in the CRM system (Salesforce), takes ownership of hot and/or more political cases escalated from less senior engineers
Will participate in on call rotation with transfer of cases to other geo’s in a ‘follow the sun’ methodology
Potential onsite engagements with customers who have unique support requirements

Senior Escalation Engineer Resume Examples & Samples

Experience supporting EMM, MDM or MAM on mobile devices/OS such as iOS, Android, Windows
Technical understanding of Mobile Device Management (MDM) technologies (MDM architecture, security, objectives)
Technical understanding of email clients and exposure to Microsoft Exchange Active Sync
Understand difference between iOS and Android operating systems
Must possess strong understanding of at least one mobile device platform - iOS or Android (including app architecture)
Understanding mobile application code signing requirements (iOS or Android)
A suitable understanding of networking topology
Ability to perform in-depth analysis of network traces a plus
A deep understanding of Microsoft technologies, SQL, Exchange, Active directory and communication protocols
Excellent problem solving and analytical skills with experience troubleshooting Enterprise systems
An excellent customer service attitude
Ability to work under high-pressure by quickly resolving complex technical customer reported issues and outages
You will ideally have a Bachelor's degree or equivalent experience of 5+ years. Postgraduate qualifications a plus
RedHat certified
At least three years of experience in a technical customer support environment or field experience

Senior Escalation Engineer Resume Examples & Samples

Act as an effective technical interface between the customer and 3rd Level Engineering / Product Development by providing clear issue documentation and by leveraging productive cross-functional working relationships with senior-level players in their area of expertise
Solid knowledge of the latest PC & Networking technologies
Strong understanding of Networking Communication Protocols
Industry Network certifications (Citrix, Cisco, Juniper etc) are strongly preferred, but not required
Familiarity with scripting languages (VBScript, JavaScript, Perl, Bash, Kixtart, etc.)
Familiarity with Debugging tools (KD, NTSD, WinDBG, etc.)
Strong understanding of major Operating Systems such as, UNIX, Linux, Microsoft Windows
Operating Systems (UNIX certification preferred, but not required)
Demonstrated ability to write complex technical articles and case studies for knowledge base
Demonstrated ability to properly reproduce and document customer reported issues
Demonstrated ability to troubleshoot or workaround customer networking issues using the following tools but not limited to: Netmon and WireShark utilities
Must also have at least 6 years’ experience in Customer Support or equivalent experience and have a positive customer service attitude
LI-MC1, Alpharetta, GA, USA

Escalation Engineer Resume Examples & Samples

Thorough troubleshooting, debugging, and problem-solving skills
Excellent C/C++, C# or Java coding skills
Effective learning skills
Customer service skills
Work with a broad range of customers from small development shops and independent software vendors (ISVs) to Fortune 500 companies
Communicate with developer customers through a number of channels including telephone, email, public and private forums, and the Internet
Participate in “triage” meetings to share knowledge with other engineers and develop efficient customer solutions
Help teams across developer organizations monitor new incoming cases and meet SLA for critical cases and ensure transitions to appropriate teams

Senior Escalation Engineer Resume Examples & Samples

Understand end to end features of VMware Identity Manager and Workspace ONE
Troubleshoot, root cause and resolve escalations from various field facing teams like Support, Deployments, Pre-Sales
Contribute to continuous improvement of VMware Identity Manager and Workspace ONE via product enhancements, bug fixes

Escalation Engineer Resume Examples & Samples

Work with the Technical Support team to understand and reproduce the customer reported issues
Work with the Development Engineers to develop a solution for the customer issues and resolve the problem working with the technical Support team
Design and develop test cases for the new features as the Web Security Gateway product functionality evolves
Automate the existing test cases for the Graphical User Interface using the Selenium Web Driver 2.0
Automate the backend for the new test cases using one of the scripting language Perl or Python
Participate in the daily Scrum meetings to report your status
Participate in the Scrum planning meeting to estimate the QA effort involved

Escalation Engineer Resume Examples & Samples

Exchange Server
DPM 2012
DNS; Certificates

Messaging Escalation Engineer, Charlotte Resume Examples & Samples

Knowledgeable with Lync Server
Knowledgeable with Enterprise Storage Solutions (Nimble, NetAPP, EMC, etc)
Network troubleshooting- Basic connectivity testing and some firewall knowledge
Backup knowledge- How to complete and troubleshooting various backups from DPM to Snapshots
SAN knowledge- Manage disk space and troubleshoot
Active Directory- Troubleshoot Domain Controllers, replication and some user accounts
Ability to interact with external stakeholders
Good communications and presentations skills

Escalation Engineer Resume Examples & Samples

Advanced and in-depth knowledge and ability to analyze, diagnose, replicate, troubleshoot and resolve standard to highly complex technical customer reported issues around Pivotal's distributed databases
Fundamentals in OS (Linux, CPU, memory, swap, understanding ps, top, vmstat, iostat, file system, etc.), database and data concepts (SQL, tuning, queries, plans, joins), and database troubleshooting (client/server, query execution sequence, execution plan, log files)
Production DBA experience including patching and upgrades
Strong knowledge of data normalization and data relationships
Troubleshooting skills (Postgres/Teradata/Netezza/Hadoop technologies preferred)
Ability to develop and enhance scripts to automate root cause analysis
Knowledge of Python/C/C++/Java/Bash to be able to read and understand product source code
Experience with service ticket systems such as Zendesk, Jira, Desk.com, Salesforce Service Cloud, Freshdesk

Principal Escalation Engineer Resume Examples & Samples

Providing technical leadership to the Windows commercial engineering community globally
Partnering with management teams and product groups to proactively identify and address complex business & technical challenges
Build positive relationships with supporting teams, such as MSEG & O&DE to positively influence tools development and diagnostics capabilities to improve engineer efficiencies and customer experience
Act as a liaison to Serviceability and work to advance supportability escalations
Be a catalyst for innovation and uncover methods for working smarter and more efficiently while supporting overall CSS vision on self-healing and call deflection strategies
Engage on high profile escalations to ensure steady forward progress
Mentor current EEs and act as a technical expert across technologies supported
Minimum of 10 years of technical leadership and or leading support Engineering teams
Proven track record of successfully influencing large teams and setting up and driving strategic programs
Strong global communication skills, and skills in building partnerships with customers and partners
Demonstrates agility & resilience adapting seamlessly to shifting challenges
Ability to navigate and influence in a matrixed organization
Strong support delivery experience, knowledge and understanding
Demonstrated experience in working as necessary with employees at different levels and investing effort in building right stakeholder partnerships
Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels as well as with partners and suppliers
The ideal candidate may have a four year degree in C.S. or Engineering and a minimum of 5+ years product support experience or software development

Escalation Engineer Resume Examples & Samples

2+ years demonstrable track record with experience in incident management on mission critical services
Knowledge of virtualization concepts
Knowledge of AWS Services
Knowledge of ITIL/Lean Processes

Escalation Engineer Resume Examples & Samples

Brings escalated customer cases to resolution through advanced problem solving and collaboration
Analyzes customers’ technical environments and anticipates potential challenges. Adapts solutions accordingly and proposes solutions with anticipated tradeoffs
Becomes a trusted advisor to the customer and handles complex, repeatable, escalated cases that may become politically charged
Credibly represents Support by using expertise in products and services to influence strategic business decisions with customers and partners to increase market share
Leads as a case-wellness expert. Identifies and addresses process gaps to streamline process, and shares solutions broadly to improve the customer experience
Seeks supplemental training to improve performance and develop specialization
Collaborates to solve group readiness needs by closing skill gaps, and serves as an escalation resource in areas of subject matter expertise
Demonstrates a proactive awareness of tools needed to allow ease of diagnostics. Influences improvements to current automated tools
Begins contributing and/or developing automation effectively manage cases and sub-cases to ensure timely and high quality communication with customers and resolution of all issues
Excellent customer Service skills; you love to serve
Advanced technical problem-solving skills; you love to solve problems
Effective learning skills; you love learning
Excellent Communication Skills: Spoken and Written communication, Technical Writing
Minimum 3 years of experience with at least one or more of the following technical subjects
ASP.NET, C# and/or VB.NET
Windows Operating Fundamentals: Security, Memory management, Process, Threads
Windows Communication Foundation [WCF]: (ABC’s, Security, Tracing and Analysis)
IIS Fundamentals: (Administration, Architecture, Hosting Applications)
Networking Fundamentals: (DNS, DHCP, TCPIP)
MCSD Certified in at least one of the Microsoft Programming Technologies is an added advantage

BU Escalation Engineer Resume Examples & Samples

Background in Level3 or Level2 customer support, or product testing within Network Security domain
Excellent Network security (Identity) skills with focus on AAA, Dot1x, Macsec, Radius/Tacacs protocols, Guest management, BYOD, Trustsec, Switching, Firewalls etc
Server operating system experience working with Linux, Windows, MAC, VMWare
Certifications like CCNA/CCSP/CCIE or CEH or CISSP are desirable
Switching, L4/L7, Loadbalancing, Wireless, SDN concepts, Cisco TrustSec, Etc
RDBMS likes SQL/Oracle etc
Scripting knowledge on shell, python or any other language

BU Escalation Engineer Resume Examples & Samples

Background in Application development, sustenance, or support within Network Security domain
Exceptional debugging skills in performance or crash scenarios
Excellent server side Java development including multi-threading, concurrency etc
Good experience in Spring Framework and servlet containers (Tomcat, Jetty, etc.),
Good understanding of networking including TCP/IP, HTTP, SSL, HTTPS
Good understanding of Linux internals and RDBMS like SQL/Oracle is must
Java code profiling and optimization
Ability to establish and maintain confidence with ownership of issues
Strong communications skills to all management levels
Certifications like CCNA/CCSP/CCIE or CEH or CISSP would be good
Knowledge on SOAP & Rest APIs, XMPP implementation
Experience with tools like Eclipse MAT for performance measuring, profiling and fault isolation
Scripting knowledge in VB, shell, python or any other language

Escalation Engineer Resume Examples & Samples

Act as a focal point for high impact, large account problem resolution
Works on complex problems where analysis of situations requires in-depth evaluation of factors
Participate in daytime and night/weekend on-call rotation
Troubleshoot complex enterprise networks to quickly resolve downtime and outages
Create Methods Of Procedure (MOP) and action plans for post-sales projects
Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)
Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer
Receive minimal supervision, no instruction on routine work, and general instruction on new assignments
Perform ad hoc analyses and tasks as assigned
Provide guidance and leadership to less experienced engineers
Design consultation on operational issues
Provide feedback to process managers to enhance processes
Provide input in customer facing meetings on technical issues
May require some travel to customer locations in this role
Minimum of 6-10+ years experience in network support
Strong practical knowledge of troubleshooting Routing and Switching protocols BGP, EIGRP, OSPF, and STP
Strong practical knowledge of protocols including Multicast, HSRP, TCP/IP, IPSEC, Frame-Relay, vPC and FabricPath
Strong practical knowledge of Cisco platforms including 6500, ASA, ASR, Nexus, loadbalancers and ISR series routers
Strong analytical, problem solving and organizational skills
Strong written and verbal communication skills in english
BS in Engineering/Computer Science/IT and/or equivalent experience
Prior experience in support of remote customer networks required
ITIL certifications a plus

Escalation Engineer Resume Examples & Samples

Product sustaining position within the VxRail organization
Provide in-depth technical expertise for VxRail product line. Provide escalation support for EMC Global Services Technical Support team
Interface with corporate and field customer service organizations in order to provide engineering level support for the worldwide VxRail install base
Work closely with VMware product engineering. Produce conclusive root cause analysis for bugs found in the field
Become the hands-on technical expert for one or more assigned product / technology areas
Fix, test and check-in assigned customer bugs maybe required
Manage meetings with developers and QA and interface with customer service on specific customer issues
BS/MS in CS, EE or in a related discipline and 8+ years of experience in a VMware support environment
Requires proficiency in Perl, Python and shell scripting - Java and/or XML are a plus
Kernel/driver development experience (debugging (kdb, kgdb) and profiling) a plus
Knowledge of storage systems, networking beneficial
Candidate should possess excellent verbal and written communications skills

Escalation Engineer Resume Examples & Samples

Providing technical direction and assistance to our partners and customers regarding their use of Boomi AtomSphere to satisfy their integration requirements
Monitoring and addressing customer issues to understand their root cause and business impact
Prioritize and manage escalated issues with Development teams
Train support engineers on lessons learned from working with Development teams

Escalation Engineer Resume Examples & Samples

Responsible for providing escalation support to the Service desk to ensure an issue is escalated to the proper resource required to remediate
Works with desk side support engineers to define and document problems and resolutions
Provides end user remote access support, managing all issues related to access by remote users
Ensures escalation remains minimal and limits engagement from outside teams when possible
Engaging engineers from multiple teams
Must have a minimum of 6 years of experience in remote access support and escalation management
Must have active knowledge of Service Desk services, as well as incident resolution procedures
Team player with good communication, organizational, and strong interpersonal skills. - Able to prioritize and drive to results with a high emphasis on quality
Experience using IT Service Management software (ServiceNow, Remedy)
CompTIA A+
HDI
MCP.Â

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