Escalation Engineer

Job Summary
Provides technical support to customers and partners on UNIX based backup for applications (ORACLE, SAP etc.).
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
Occasionally designs and deliver technical training/brown-bags.
Reports design and reliability problems or code issues to software engineering
Job Requirements
Good written and verbal communication skills.
Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations.
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
Ability to follow standard engineering principles and practices.
Creative approach to problem solving.
Understanding of AI tools , systems and practices
Solid understanding of the following protocols and applications:
UNIX/Linux configuration, administration and technical support
Microsoft Windows environment configuration, system administration and technical support
The interoperability of some enterprise applications (such as Oracle, SAP, Microsoft Exchange or Microsoft SQL Server) with storage systems and solutions
SAN connectivity methodologies for storage systems (FCP/iSCSI)
TCP/IP and Networking
Additionally, 1 or more areas of expertise such as:
Server, and Desktop Virtualization Solutions (such as VMware, Hyper-V, XenServer ...)
Backup Solutions with enterprise applications
Snapshot/ShadowCopy technology
Network Attached Storage protocols experience (NFS/CIFS) and related required protocols (DNS, NIS, and Active Directory)
Education
IC - Typically requires a minimum of 8 years of related experience.Mgr & Exec - Typically requires a minimum of 6 years of related experience.