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R&D Escalations Engineer @ Tufin

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 R&D Escalations Engineer

Job Description

As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.
  • Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products
  • Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers
  • Create and implement any necessary diagnostic tools, patches, and fixes
  • Develop a working solution based on the root cause you discover, or escalate to R&D teams
  • Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue
  • Identify patterns in escalated customer issues, and then design and implement solutions for our customers
  • Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product
  • Train Technical Support engineers to help them resolve support cases more efficiently
Requirements
  • At least 3 years of experience as a backend developer, including at least 2 years of experience with Java (Spring, Hibernate). Kotlin experience an advantage
  • Proficient in MongoDB and SQL
  • Knowledge with Linux
  • Excellent troubleshooting skills and a proactive, accountable mindset
  • Excellent verbal and written communication skills (including technical writing)
  • Ability to communicate effectively, responsibly and respectfully with customers
  • Previous experience working in an escalation support or customer-facing engineering role an advantage
  • Familiarity with observability tools (e.g., logs, metrics, traces) an advantage

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Engineering - Software & QA
Role Category: Quality Assurance and Testing
Role: Blockchain Quality Assurance Engineer
Employement Type: Full time

Contact Details:

Company: Tufin
Location(s): Kolkata

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Keyskills:   python c++ r and d android kotlin problem solving engineering hibernate sql spring r technical support java written communication problem analysis linux troubleshooting debugging root cause data structures mongodb communication skills

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Tufin

KRAFTON Inc is a South Korean video game holding company, the studio behind hit titles like PUBG: Battlegrounds, TERA, and others. They focus on game development, publishing, esports, and global gaming services with a large international player base.