Dev Escalation Engineer

5 hours ago

Bengaluru Karnataka India, Karnataka Hewlett Packard Enterprise Full time

Aruba is an HPE Company, and a leading provider of next-generation network access solutions for the mobile enterprise. Helping some the largest companies in the world modernize their networks to meet the demands of a digital future, Aruba is redefining the “Intelligent Edge” – and creating new customer experiences across intelligent spaces and digital workspaces. Join us redefine what’s next for you.

What you’ll do:

Dev Escalation Engineer will builds from the ground up to meet the needs of mission-critical applications, and is always looking for innovative approaches to deliver end-to-end technical solutions to solve customer problems.

Brings technical thinking to break down complex data and to engineer new ideas and methods for solving, prototyping, designing, and implementing cloud-based solutions.

Collaborates with project managers and development partners to ensure effective and efficient delivery, deployment, operation, monitoring, and support of Cloud engagements.

Responsibilities:

  • Serve as the final escalation point for advanced technical issues from support and customer success teams.
  • Diagnose and resolve deep technical issues across .NET or Golang applications, systems, and networks.
  • Work on network and protocols heavy systems.
  • Perform log analysis, code review, and root cause analysis to drive permanent solutions.
  • Collaborate with product and engineering teams to communicate customer needs and influence fixes or enhancements.
  • Provide direct support to enterprise customers during escalated incidents, ensuring resolution and customer satisfaction.
  • Create technical documentation, knowledge base articles, and post-incident reports (RCAs).
  • Identify recurring issues and work proactively to prevent future escalations.
  • Act as a technical mentor to support engineers and provide guidance during troubleshooting.
  • Ensure clear and timely communication with internal stakeholders and customers during issue resolution.

What you need to bring:

  • 7 to 10 years of experience in technical support, escalation engineering, or software development.
  • Solid understanding of networking concepts – TCP/IP, DNS, UDP, RDP, firewalls, load balancers, VPNs.
  • Strong expertise in .NET (C#) or Golang – capable of reading and debugging code.
  • Proven experience in troubleshooting and debugging production systems.
  • Understanding and experience with cloud based systems and deployments.`
  • Excellent problem-solving skills and attention to detail.
  • Strong communication and interpersonal skills, with the ability to explain complex technical issues clearly.
  • Experience working in customer-facing roles with enterprise clients.

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