Principal Escalation Engineer (Next Generation Firewall )

Job Summary

Principal Escalation Engineer (Customer Engineering)

Your Career

This is a highly visible, senior level position in the customer engineering team that will benefit from out of box thinking and technical insight. The ideal Principal Escalation Engineer has a mix and background of customer management and broad and deep technical skills related to telecommunication equipment and Internet traffic. This Customer Engineering role is positioned to intercept and assist or drive technical escalations that come to the engineering for helping triage and drive towards resolution . Escalations of this type are extremely critical and are driven by the account teams in the field. In this role you will engage executive levels at customers, delivering get well plans, explaining the root cause or progress and addressing technical questions during customer interactions. Focal point to provide status to internal stakeholders and drive product improvements through serviceability.

Your Impact

• Understand escalation process, identify areas of gaps and work on improvements in existing processes
• You will work with internal support teams, service delivery teams and account teams to provide solutions to critical customer situations
• Support drive customer get well plans
• Support, debug, and break fix any issues collaborating with internal engineering teams
• Coordinate day-to-day problem, issue resolution and ensure timely resolution of issues
• Co-dev any innovative tools helping in problem troubleshooting and resolution

Key responsibilities

• Incident Management: Leading "war rooms" and managing Sev1/Sev2 incidents to resolve complex technical blockers across cloud infrastructures, distributed systems, and networks.
• Root Cause Analysis (RCA): Triaging escalated issues and performing deep-dive diagnostics, log tracing, and code-level investigations to eliminate recurring problems
• Cross-functional Collaboration: Acting as the primary liaison between customers and internal product/engineering teams to validate permanent bug fixes and improve overall product quality.
• Technical Requirements: requires 7+ years of industry experience and deep domain knowledge, such as Layer 1-7 OSI networking, packet capture analysis, dynamic routing (BGP/OSPF), Cybersecurity solutions including firewall/vpn technologies and advanced troubleshooting via tools like Wireshark
• Mentorship: Advising and mentoring junior engineers while promoting best practices in problem resolution and incident management.

Qualifications

Your Experience

• BE /B.tech or equivalent technical graduation is mandatory
• Overall 7+ years experience in the IT Industry with relevant experience in support service, technical support or similar troubleshooting related roles will be preferred.
• Deep knowledge of network operations/protocols, such as TCP/UDP, IPv4/IPv6, VLSM/CIDR, NAT; and authentication protocols like LDAP, TACACS+, Radius.
• L1-L7 (OSI model) troubleshooting
• Configuring and troubleshooting dynamic routing protocols (primarily BGP and OSPF)
• Hardware, Software, and Cloud-based troubleshooting for network security equipment
• Experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI SSL technologies.
• Experience with cloud networking and instances on AWS, Azure, or GCP
• PCAP analysis (via Wireshark and other tools), experience with Packet crafting/replay and traffic generation tools
• Linux and Python knowledge.
• Development and use of LLM based debug tools.
• Knowledge of C, C++ and python programming languages(Good to have)
• Any relevant certifications is an advantage ( cloud AWS, GCP or Azure,

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.