Senior Escalation Engineer

Working model: Hybrid (1 day from home)

Akeyless is the leading SaaS-based Secrets Management Platform for securing credentials, certificates and keys in DevOps and hybrid and multi-cloud environments. The company is backed by top technology investors NGP Capital, Team8 and Jerusalem Venture Partners, and provides a unified approach to securing a full range of both machine and human-to-machine secrets, empowering organizations to move fast, without sacrificing security.

We are looking for a Senior Escalation Engineer (part of the Engineering organization) to support escalation points from both the Customer Success organization as well as internally within the engineering teams. This position may also include interfacing with customers from time to time.

Responsibilities:

• Troubleshoot, debug, analyze logs, profile code & provide bug fixes
• Work closely with engineering teams to propose code fixes or temporary workarounds for critical customer issues
• Build supporting automation to improve productivity (of both yourself and the team)
• Understand customer use cases and work closely with Technical Account Managers and Solution Architects to be an effective channel between engineering teams and Customer Success
• Take complete ownership and follow-up on escalations
• Collaborate cross-functionally to solve difficult technical problems

Requirements:

• Highly technical Software and System Engineering experience with a proven track record of debugging and troubleshooting complex technical issues
• At least 4 years of previous experience working as an Escalation Engineer or as a Technical Support Engineer (Tier-4)
• Thorough technical and architectural knowledge in Security, Networking and Applications
• Hands-on Linux Administration experience, such as troubleshooting performance issues with ‘top’, analyzing network traffic using tcpdump, and being able to guide others in such tasks
• Experience with cloud platforms (AWS, GCP, Azure) and cloud infrastructure (Kubernetes/Docker)
• Excellent customer awareness and service performance, including the ability to represent the company and provide clear and concise messaging during customer interactions
• Programmer by nature (preferably someone who has worked as as Software Engineer in previous positions)
• Excellent written and verbal communication skills (in English and Hebrew)