Escalation Engineer

Akeyless Security delivers a cloud-native SaaS platform that integrates Vaultless Secrets Management with Certificate Lifecycle Management, Next Gen Privileged Access Management (Secure Remote Access), and Encryption Key Management to manage the lifecycle of all machine identities and secrets across all environments.

Trusted by Fortune 100 companies and industry leaders, Akeyless is redefining identity security for the modern enterprise, delivering the world’s first unified Secrets & Machine Identity platform designed to prevent the #1 cause of breaches – compromised identities and secrets. Backed by the world’s leading cybersecurity investors and global financial institutions including JVP, Team8, NGP Capital, and Deutsche Bank.

We are looking for an 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.

Responsibilities:

• Troubleshoot, debug, analyze logs, profile code & provide temporary or permanent solutions.
• Work closely with engineering teams to propose 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 Customer Success Engineers 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:

• At least 5 years of previous experience working in a similar role such as Escalation Engineer, Professional Services Engineer, or Technical Support Engineer (Tier-4).
• Highly technical Software and System Engineering experience with a proven track record of debugging and troubleshooting complex technical issues.
• Strong Networking background i.e. hands on experience with variety of networking protocols.
• Hands-on Linux Administration experience, such as troubleshooting performance issues, analyzing network traffic, and being able to guide others in similar tasks.
• Experience with cloud platforms (e.g. AWS, GCP, Azure).
• Deep familiarity with Containers and Container Orchestration Frameworks (like Docker and Kubernetes), understanding advanced features and capabilities as well as the ability to debug such environments.
• Nice to have technical and architectural knowledge in Security.
• Excellent customer awareness and service oriented approach, including the ability to represent the company and provide clear and concise messaging during customer interactions.
• Automation/Programing approach (preferably someone who has worked as an Automation/ Software Engineer in previous positions).
• Excellent written and verbal communication skills (English).