Position: Escalation Engineer
Company: Allstars-IT
Experience required: 3y
English level: upper

Required skills
At least 3+ years Tier 2 Support with Security or Networking products — MUST
Strong analytical, diagnostic, and problem-solving skills with the ability to work independently — MUST
Experience in reproducing complex networking and HTTP/SSL Scenario in Lab — MUST
Deep understanding of HTTP/SSL protocols, Networking and Linux — MUST
High-level English (speak and write) and good Customer relations experience — MUST
Wide view in different technologies as Cloud computing (AWS, Azure), VMware, Performance Testing, DevOps Tools (Jenkins/Git), Docking
Manual QA experience
Hands-on with Hardware, VM and cloud platforms
Basic scripting experience (Bash, Python)


Responsibilities
Troubleshoot and Reproduce complex escalations field issues in different platform (HW, VM, Cloud)
Direct clients through issue resolution including customer meetings, status reports, and updates
Maintain escalation lab for common customer’s scenario (HW, VM, and Cloud)
Develop customer’s E2E scenario testing flows, write test plans, execute and analysis
Lead in beta with customers for new features
Identify, propose, and enforce escalation process improvements
Be able to adopt new test technologies, tools, analysis, and infrastructure
Share field issues analysis and customer feedback to RnD
Foster close interface with customers, Support, PM, and account teams

We offer
High salary
Medical insurance
Extra bonuses for Educational/Sports Courses
Private Chef (free breakfast and lunch)
Ability to grow as Meet-up speaker
Different kind of corporate parties
Interesting and challenging work in a dynamically developing company;
Professional development opportunities;
Modern and comfortable office with billiard room, game room, perfect location in BC “Gulliver”, in the center of Kyiv.