3 of 3 Escalation Engineer Jobs in the UK

VAST Data is looking for a Technical Escalation Engineer to join our growing team! This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence. "VAST's data management vision is the future … is an opportunity to be a key contributor at a pivotal time in our company's growth and at a pivotal point in computing history. Summary As a Technical Escalation Engineer, you will be responsible for monitoring and maintaining the health and performance of our fleet of installed clusters. You will work in a 24/7 network … The Role Monitor clusters using internal monitoring tools to detect and troubleshoot issues promptly. Respond to alerts and incidents in a timely manner, following standard operating procedures (SOPs) and escalation processes. Perform initial investigation and diagnosis of problems, escalating complex issues to support. Document incidents, including their details, troubleshooting steps, and resolutions in the incident tracking system. Collaborate with More ❯

expands, the complexity and criticality of the issues we encounter have grown. To ensure we maintain our high standards of technical support and customer satisfaction, we have introduced the Escalation Engineer role. This role will be the go-to expert for our most challenging and critical customer issues, managing incidents, and elevating the capabilities of our entire Technical … role in shaping the future of our technical support experience. IN THIS ROLE, YOU’LL: Provide advanced technical support and guidance both internally and to customers as the internal escalation point for Support Engineers Lead the investigation and resolution of critical issues, including managing incidents and ensuring effective communication and resolution. Collaborate closely with engineering teams to address complex … such as creating/refining internal support processes, automating tedious and repetitive tasks with the help of AI, raising our efficiency across the board, and driving improvement to the escalation and incident processes. Keep abreast of new technologies and methodologies to continuously improve our technical support standards. Foster a culture of inclusiveness, empathy, and continuous improvement, encouraging innovation and More ❯

and updating cases, informing customers of the case status and providing solution(s) as they become known, in a professional, timely manner, over the lifetime of the support request. Escalation Engineers need to understand customer systems and configurations. Analyze problems/defects and recommend solutions. Be able to work closely with external customers, other support engineers, Development, Sales and … implementing and testing new product features for specific customers. Assists internal field teams whenever a pre-sales issue is reported through to engineering. Experience: Experience as a Technical Support Engineer working with Support and Services functions such as case management and call resolution management. A drive to solve practical business problems with client-centric solutions. A high attention to More ❯