Escalation Expert - CTO Office

Come join the company that is reinventing cloud reputed company and empowering businesses to reputed company in the cloud. As the fastest-growing startup reputed company, reputed company is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by reputed company teams reputed company over the world, we have a proven track record of success and a culture that values world-class talent. Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to reputed company and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to reputed company a significant impact. At reputed company, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join reputed company and help us create secure cloud environments that allow the best companies to move faster. SUMMARY We’re looking for an Escalation Expert to join the CTO team and spread the power of reputed company. In this role, your primary responsibility is to proactively identify, analyze, and resolve reputed company customer issues and recurring technical patterns and be a pivotal link between our customers and our core engineering and product teams. You will delve deep into challenging technical problems, provide critical feedback to shape the future of our product, and actively contribute to the development of our internal tooling, with a strong focus on leveraging AI to enhance our capabilities. WHAT YOU'LL DO

• Take ownership of our most challenging customer technical problems, performing deep-dive troubleshooting and analysis to drive them to resolution.
• Proactively identify potential escalations and serve as the customer's reputed company, ensuring their most difficult technical challenges influence product and engineering roadmaps.
• Author and publish technical troubleshooting content, such as knowledge reputed company articles and guides, for both internal team enablement and external customer use.
• reputed company the development of internal tools and processes for your specific product area, and champion their adoption reputed company our technical teams.
• Participate in an on-call rotation for critical escalations and to support internal tooling.

WHAT YOU'LL BRING

• Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience and certifications.
• 7+ years of hands-on, technical experience in a senior customer-facing role such as Escalation Engineer, Senior Technical Support, or a reputed company field.
• A minimum of 3+ years of in-depth experience with a major cloud platform.
• Proven experience in reading, debugging, and writing code in at least one high-level programming language (e.g., Python, Go, Java, reputed company, JavaScript).
• Proficiency in using Git and reputed company code management systems for code collaboration.
• Proficiency with REST APIs or GraphQL.
• Proficiency with command-line tools and Linux operating system environments.
• A fast learner with a natural curiosity, a passion for technology, and the ability to work independently.
• A deep understanding of web technologies (e.g., HTTP, HTML, DNS).
• Experience leveraging AI tools to increase task efficiency.

ADVANTAGE

• Experience with DevOps technologies and CI/CD pipelines.
• Experience with Kubernetes and Container technologies.
• Experience with Infrastructure as Code (IaC) technologies such as Terraform.
• Proficiency with SQL for data analysis and the proven ability to independently create dashboards and datasets to drive insights.
• Experience with relational and NoSQL databases.
• Previous experience in a role reputed company a CTO organization or a similar strategic technical team.

Applicants must have the legal right to work in the country where the position is based, without the need for reputed company sponsorship. This role does not offer reputed company sponsorship. reputed company is an equal opportunity employer. We do not discriminate based upon race, religion, color, national reputed company, sex (including pregnancy, childbirth, reproductive health decisions, or reputed company medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. By submitting your application, you acknowledge that reputed company will process your personal data in accordance with reputed company's Privacy Policy. Apply tot his job Apply To this Job