As an R&D Escalations Engineer, resolve customer issues escalated to R&D by troubleshooting, diagnosing, and implementing solutions while collaborating with support and development teams.
Description
Requirements
Role Description & Responsibilities
As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.
- Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products
- Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers
- Create and implement any necessary diagnostic tools, patches, and fixes
- Develop a working solution based on the root cause you discover, or escalate to R&D teams
- Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue
- Identify patterns in escalated customer issues, and then design and implement solutions for our customers
- Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product
- Train Technical Support engineers to help them resolve support cases more efficiently
Requirements
- At least 3 years of experience as a backend developer, including at least 2 years of experience with Java (Spring, Hibernate). Kotlin experience – an advantage
- Proficient in MongoDB and SQL
- Knowledge with Linux
- Excellent troubleshooting skills and a proactive, accountable mindset
- Excellent verbal and written communication skills (including technical writing)
- Ability to communicate effectively, responsibly and respectfully with customers
- Previous experience working in an escalation support or customer-facing engineering role – an advantage
- Familiarity with observability tools (e.g., logs, metrics, traces) – an advantage
Top Skills
Hibernate
Java
Kotlin
Linux
MongoDB
Spring
SQL
Tufin Boston, Massachusetts, USA Office
The Boston office is Tufin’s U.S. headquarters and one of the best tech cities in the world. The area is best known for shopping and restaurants, and is home to many other offices. We are conveniently located right next to the Downtown Crossing T stop, and a short walk to South Station.
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