Job Title: Dev Escalation Engineer
Experience: 5 to 8 Years
Location: Bangalore, India
Job Summary
We are looking for a highly skilled Dev Escalation Engineer who will be responsible for handling complex technical issues, improving product supportability, and building internal tools to enhance troubleshooting efficiency. The ideal candidate will bridge the gap between development and support teams while ensuring high-quality resolution of escalations.
Key Responsibilities
- Develop and maintain internal tools to enhance troubleshooting and streamline workflows.
- Improve debugging capabilities and supportability features within the product and associated tools.
- Stay updated with evolving technologies across IT domains such as networking, storage, virtualization, microservices, and cloud platforms (Azure & AWS).
- Analyze escalation trends and provide actionable insights for product improvements, feature enhancements, and issue prevention.
- Collaborate with engineering teams to address root causes and improve system reliability.
- Provide technical guidance and knowledge sharing to Tier-1, Tier-2, and Tier-3 support teams to enhance their troubleshooting capabilities.
- Candidate should be flexible to learn new technologies like if the Java or C++ person is willing to learn .Net.
Required Skills & Qualifications
- Minimum 3+ years of experience in a Tier-4 escalation/support role OR 3+ years of development experience in enterprise-grade software products.
- Strong programming experience in .NET (preferred), Java, or C++.
- Excellent debugging, problem-solving, and analytical skills with a proven ability to resolve complex technical issues.
- Good understanding of distributed systems, microservices architecture, and cloud environments (Azure/AWS), Kubernetes, REST APIs.
- Familiarity with networking, storage systems, and virtualization technologies.
Preferred Qualifications
- Experience working in production support or escalation environments.
- Knowledge of monitoring, logging, and troubleshooting tools.
- Strong communication skills with the ability to work across cross-functional teams.
Key Competencies
- Analytical thinking and root cause analysis
- Problem-solving mindset
- Strong collaboration and communication
- Ability to work under pressure and manage critical escalations