Lead Escalation Engineer

• Resolve customer issues by effectively partnering with functional leads in Engineering (on-site and remote), Product Management, TAC, Sales and elsewhere as required by the nature of the escalation
• Develop and maintain a prioritized Issue List and Action Plan to manage escalations and drive resolution, including executive engagement as required
• Assess & evaluate the criticality of the situation, and report back on the current status of those issues
• Develop and communicate periodic reports to communicate status on milestones
• Ensure customer is heard throughout escalation process
• Hold scheduled conference calls with assigned customer accounts
• Educate and promote best practices for leveraging Aruba Cloud Engineering solutions, with customers and Partners

• Prefer Bachelor's Degree in Science/ Engineering or equivalent experience
• At least 8+ years of relevant experience in networking and cloud domain with experience in escalation and/or customer support role
• 8+ years of experience with cloud computing vendors: AWS, Azure, Google Cloud
• Familiar knowledge in one of the languages: Java/Python- good to have
• Knowledge of L2/L3 switching, TCP/IP, UDP/IP, IPV4, IPV6,802.11 standards
• Experience interfacing directly with engineering teams to escalate and seek resolution on product issues as well as provide customer requirements for future product releases
• Ability to plan, coordinate, and manage multiple activities & issues simultaneously, from inception to resolution
• Excellent verbal & written communication & presentation skills with specific experience in leading and managing customers through challenging issues to successful resolution
• Ability to effectively lead and work with cross-functional teams for complaint investigation, root cause analysis, and implementation of corrective/preventative actions
• Strong technical background to understand wide ranging support issues & ask discriminating questions
• Ability to quickly assess business impact of an issue and effectively gather the appropriate resources that will drive the issue to resolution
• Ability to effectively manage crisis situations
• Strong problem-solving skills, using data-driven approach
• Ability to thrive and flourish in a fast-paced, dynamic, and global environment
• Have innovative mind set and drive innovation

An AWS certification is a big plus

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