Senior Escalation Engineer

1 week ago

Singapore CLOUDFLARE, PTE. LTD. Full time
Available Location: Singapore
About the Department
The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via email, chat, phone, and social media. From Enterprise corporations with petabytes of web traffic to Wordpress bloggers using our platform for free, we are here to help. Being the eyes and ears of Cloudflare, we act as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - for better service and future product development.
What you'll do
The Cloudflare Escalation Engineer will perform deep, technical troubleshooting for complex, escalated issues. This role owns the customer escalation process and works with various Product and Engineering teams to identify product bugs, network problems, and platform issues. Escalation Engineers foster a close relationship with SRE, Network, Engineering and Product teams. They act as an escalation point, isolate/replicate problems, and gather technical information/expectation.
Responsibilities
  • Provide coverage (shift rotation including weekends) for technical troubleshooting of escalated issues
  • Triage Customer Escalation issues to find the quickest most efficient path of resolution
  • Work cross-functionally with various teams across the company from engineering to sales
Requirements
  • Minimum 2 years of customer-facing technical experience, preferably technical support or system reliability engineering
  • Excellent verbal and written communication skills, ability to disseminate clear and appropriate information to both business and technical audiences
  • Able to manage multiple priorities, commitments, and projects
Core competencies ("Desired skills, knowledge and experience")
  • Extensive technical support experience
  • Experience troubleshooting application protocols (L7 - DNS, etc)
  • Experience troubleshooting network infrastructure (L3/L4)
  • Expert with Linux command line tools (curl, dig, git, traceroute, mtr)
  • Expert at analyzing data using tools like grafana, kibana, and SQL
  • Able to clarify complex technical issues and coordinate efforts to resolve
  • Able to identify and share/suggest process improvements
  • Demonstrated leadership, prior mentoring experience
  • Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player
  • Comfortable handling inbound and outbound customer calls
Bonus Points
  • Experience with regular expressions
  • Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)
  • Experience managing/configuring non- applications (email, DNS, FTP, SSH, etc.)

  • Senior Escalation Engineer

    6 days ago

    Singapore CLOUDFLARE, PTE. LTD. Full time

    Available Location: Singapore About the Department The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via email, chat, phone, and social media. From Enterprise corporations with petabytes of web traffic to Wordpress bloggers using our platform for free, we are here to help. Being the eyes and ears of Cloudflare,...

  • Senior Escalation Engineer

    6 days ago

    Singapore CLOUDFLARE, PTE. LTD. Full time

    Available Location: Singapore About the Department The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via email, chat, phone, and social media. From Enterprise corporations with petabytes of web traffic to Wordpress bloggers using our platform for free, we are here to help. Being the eyes and ears of Cloudflare,...

  • Lift and Escalator Specialist

    1 week ago

    Singapore beBeeElectronics Full time $80,000 - $120,000

    Electrical and Mechanical Engineering ExpertThe Building and Construction Authority champions the development of a future-ready built environment for Singapore.Besides regulating building safety, we lead and transform the built environment sector in delivering a safe, high-quality, sustainable, and friendly built environment.We are looking for resourceful,...

  • Lift & Escalator Technicians

    4 days ago

    Singapore Lightway HR Consultancy Pte Ltd Full time

    On behalf of our client, we are looking for Lift/Escalator technicians to join them. **Responsibilities**: 1) To carry out routine maintenance on assigned lifts and escalators 2) Attend to safety and breakdowns of equipment 3) Any other assigned duties For more senior technicians, 1) Assist the manager/senior engineer in any technical aspect of the...

  • Lift and Escalator Safety Expert

    2 weeks ago

    Singapore beBeeMechanical Full time $80,000 - $120,000

    Highly skilled engineers are sought after to play a pivotal role in shaping Singapore's built environment.About the RoleThis exciting opportunity entails reviewing and ensuring conformity to safety standards of lifts and escalators.Conduct thorough studies, testing, verification, and failure analysis on electronic hardware and software programs related to...

  • Project Engineer

    2 weeks ago

    Singapore Talent Trader Group Full time

    **Responsibilities**: - Manage and oversee projects related to lift and escalator installations. - Coordinate with clients, architects, suppliers, and subcontractors to ensure successful project execution. - Review and analyze project requirements and design specifications. - Provide technical expertise and support in the selection and procurement of lift...

  • Escalations Senior Associate

    2 weeks ago

    Singapore Airbnb Full time

    Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more...

  • Escalation Engineer

    4 days ago

    Singapore RIVERBED TECHNOLOGY PTE. LTD. Full time

    About this Position **Work Responsibilities** - Take ownership of customer issues and handle problems through to resolution - Research, diagnose, troubleshoot and identify solutions to resolve customer issues - Follow standard procedures for proper escalation of unresolved issues to the appropriate teams - Prioritize and managing open escalation cases -...

  • Escalation Specialist

    3 weeks ago

    Singapore Tundra Technical Solutions Full time

    Direct message the job poster from Tundra Technical Solutions Interpret and enforce Meta's terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (incl. content that may be graphic and objectionable)) Review, investigate and process reported escalations across the Facebook/Instagram product suite and...

  • Escalation Specialist

    1 week ago

    Singapore Tundra Technical Solutions Full time

    Direct message the job poster from Tundra Technical Solutions Interpret and enforce Meta's terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (incl. content that may be graphic and objectionable)) Review, investigate and process reported escalations across the Facebook/Instagram product suite and...