Staff Escalation Engineer

Role Overview

As an Escalation Engineer on our FlashBlade team, you will serve as the premier technical authority driving customer trust and operational stability across complex, enterprise-scale storage environments. You will collaborate closely with front-line Support, Engineering, and product leaders to rapidly resolve high-impact technical challenges and transform complex system failures into long-term product reliability. By bridging real-world customer insights with engineering solutions, you will elevate team performance and ensure our enterprise customers achieve flawless platform availability.

What You'll Do

• Drive High-Stakes Escalation Resolution: Take end-to-end ownership of critical, multi-platform system issues-evaluating hardware, software, networking, and environmental factors-to rapidly restore service, perform root-cause analysis, and protect customer business continuity.
• Elevate Engineering Talent & Knowledge: Mentor and coach support team members through joint case triage, structured technical trainings, and internal documentation, accelerating technical capabilities and resolution velocity across the organization.
• Bridge Product Engineering & Customer Insights: Partner directly with Product Engineering to relay real-world system behavior, ensuring critical customer feedback, feature enhancements, and bug fixes trickle back into core product design.
• Lead Strategic Customer Communications: Facilitate high-visibility multi-participant calls during hot escalations, authoring clear, concise customer-facing communications and technical KB articles that build lasting client confidence.

What You'll Bring

• End-to-end technical troubleshooting and root-cause analysis expertise across multi-vendor environments, including Linux/Windows administration, cloud architectures (AWS), REST API services, virtualization (VMware, Hyper-V), and enterprise storage protocols (NFS, S3, SMB).
• In-depth understanding of enterprise networking and systems architecture, with hands-on proficiency in core protocols (DNS, HTTP, SSL, TCP/IP) and diagnosing complex networking, replication, performance, and capacity issues.
• Exceptional customer crisis management skills, with a proven ability to lead multi-stakeholder technical calls, de-escalate high-pressure situations, and translate complex engineering concepts into concise strategic communications.
• A strong commitment to team enablement, peer mentorship, and continuous learning, with a track record of creating high-value knowledge base content and technical training programs.

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.