Sr. Escalation Support Engineer

ZEDEDA makes edge computing effortless, open, and intrinsically secure - extending

the cloud experience to the edge. ZEDEDA reduces the cost of managing and

orchestrating distributed edge infrastructure and applications, while increasing visibility,

security and control. ZEDEDA delivers a distributed, cloud-native edge management

and orchestration solution, simplifying the security and remote management of edge

infrastructure and applications at scale.

ZEDEDA ensures extensibility and flexibility by utilizing an open partner ecosystem with

a robust app marketplace and leveraging an open architecture built on EVE-OS, from

the Linux Foundation. ZEDEDA delivers instant time to value, has thousands of nodes

under management and is backed by world-class investors with teams in the US,

Germany and India. For more information, visit www.zededa.com

About the Position:  Sr. Escalation Support Engineer, Operational Support (San Jose)

Responsibilities:

Reporting to the Senior Director, Global Deployment and Operational Support Services, as Sr. Escalation Support Engineer you are responsible for delivering frictionless and smooth post-sales escalation support to our Fortune 500 customers. Escalation Support is part of Operational Support which runs 24x7x365 through a follow-the-sun coverage model. Edge Operations are technically complex and will present you with technical challenges calling upon your best troubleshooting and analytical competences. You are an energetic self-starter fully committed to our customers’ success by putting yourself in our customer’s shoes and constantly striving to make sure they can use our product to the best of its and their ability, by:

• Taking on the most difficult customer technical issues
• Partner closely with Engineering, Product, and Deployment teams to drive cross-functional resolution identified during escalations
• Escalation management where grace under pressure matters
• On-call duties - follow-the-sunCreating ecstatic customers
• Ensuring frictionless operational supportRadiate energy and enthusiasm

• Excellent communication and written skills (English)BS/MS Computer Science, Information Technology or an equivalent industry experience
• 8 years experience as Senior Customer Support Engineer with escalation experience
• Excellent troubleshooting skills
• Excellent judgment in balancing customer urgency with internal resourcing and priorities
• Extensive experience performing issue reproduction and root-cause analysis in cooperation with engineering and/or development teams for both technical and business stakeholders.
• Extensive experience with the deployment of virtual machines, containers (docker, etc.) to reproduce issues and create test scenarios
• Proven ability to effectively communicate with engineering and/or development teamsHands-on experience with Python, GO and shell scripting (reading and writing code)
• Extensive experience with Linux system administration and Linux troubleshooting are a must
• Practical experience with REST APIs is mandatory: scripting, testing and troubleshooting APIs (Postman, curl, python, using Swagger definitions, etc.).
• Infrastructure as Code principles. Experience using Terraform: troubleshooting Terraform configurations, state, providers, etc.
• Extensive experience with automation to streamline deployments, system monitoring, etc.
• Knowledge of hardware system configuration and troubleshooting (IPMI system management, BIOS/UEFI configuration, various sub-systems firmware management).
• Experience with Type 1 and Type 2 hypervisors, including troubleshooting and performance considerations. Familiarity with various forms of pass-through (PCI, etc.) is a plus.
• Extensive experience with Linux container technologies (container runtimes, container orchestration tools).
• Experience with Kubernetes: cluster management,  deploying, scaling, and troubleshooting; K3S specific experience is a plus.
• Experience and knowledge of system-level security technologies: Secure boot, measured boot, using TPM devices
• Deep understanding of networking concepts: IP, DHCP, DNS, NAT rules, firewall configuration, routing, bridging, and proxies Configuration, management, and troubleshooting of network adapters and interfaces, including virtual and physical NICs, VLAN tagging, etc.
• Networking troubleshooting competence using ping, traceroute, netstat, iptables, tcpdump and analyzing packet captures (Wireshark) 
• Experience with SSH port forwarding, SOCKS proxies, and reverse tunnels for secure remote access

Salary : $127,000 - $180,000