Escalation Engineer -Bangalore, India

Lots of tech companies disrupt. But, many fail when they try to scale. We're different. CockroachDB makes it easier for companies to build and scale apps. This is how and why we're helping some of the most innovative companies on the planet. We tackle problems head-on and focus on solutions that create lasting impact. 

We're looking for an Escalation Engineer to join our Technical Support Department at Cockroach Labs in the APAC region. This role involves providing advanced technical support to customers and internal teams, acting as a point of escalation for the Technical Support team, and driving issue resolution through cross-department collaborations. As an Escalation Engineer you will be involved in resolving the most challenging issues raised to Cockroach Labs Technical Support by serving as an escalation point, to review, assist with, or take over issues that require additional expertise or oversight. You are expected to operate with a high level of autonomy and play a critical role in resolving complex technical issues in a timely and efficient manner. 

• Provide advanced support to customers and front-line technical support engineers to diagnose, troubleshoot, and resolve complex issues via CRM, Slack, Video Chat, and/or remote access.
• Act as a point of escalation for tickets with no clear path to resolution where the Technical Support Team has exhausted available tools and processes.
• Identify when a ticket or account requires additional support and act proactively to course correct.
• Perform advanced problem analysis and resolve issues without instruction from team leads and/or management.
• Evaluate how escalated issues could have been avoided and work to improve process, tooling, and observability as required.
• Provide training and mentorship to junior support staff, sharing knowledge and expertise to help them handle complex issues more effectively.
• Maintain detailed and accurate documentation of ongoing cases, including steps taken, findings, and proposed solutions.
• Actively participate in discussions and initiatives aimed at improving support processes and tooling, reducing the frequency of escalations, and enhancing the overall customer experience and reducing time to resolution.
• Advocate for the customer within the organization, ensuring that their concerns are understood and addressed appropriately.
• Participate in on-call and shift rotations with transfer of cases to other geographic regions in a “follow the sun” methodology.
• Stay updated on new features, technologies, and best practices related to the products or services supported.

In your first 30 days, you will have developed enough expertise to begin assisting users directly. During this time, you will familiarize yourself with CockroachDB, our customers, and our company. We will provide a self-guided onboarding platform that contains reading material and hands-on material to familiarize yourself with the responsibilities of the role.

After 3 months, you'll be fully integrated into the team and will be familiar with the various systems we use. You'll be able to manage most issues from customers and will be able to contribute to improving the scope and quality of our offerings. As our team and your expertise grow, you’ll begin mentoring and training new members of the team, developing and updating training and documentation to ensure that knowledge is not lost.

• 7+ years of experience working in Technical Support or a similar technical role at a software company.
• Strong knowledge of databases, and all related systems, and the ability to read and write SQL
• Knowledge of distributed systems, Linux, and an understanding of software development.
• Proficiency in troubleshooting techniques and problem-solving in a global 24x7x365 environment.
• A passion for working with users directly and knowing how to adjust the tone and content of a message so it's well received.
• Strong analytical and problem-solving skills, with the ability to conduct thorough investigations and root cause analysis.
• An approach to critical thinking that defaults to a client-centric approach.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly to both technical and non-technical stakeholders.
• Excitement about working with a growing list of Enterprise customers and can provide the polish expected by Fortune 500 companies.
• Familiarity with, or are willing to learn about, the various technologies that make enterprise applications function.
• The ability to absorb information. You love getting into the weeds technically, but don't let that distract you from achieving your goals.
• The ability to participate in a weekend on-call rotation.

Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at [email protected].

Cockroach Labs has a hybrid work model, with Roachers that are local to one of our offices coming in on Mondays, Tuesdays, and Thursdays and working flexibly the rest of the week. While we’ve learned valuable lessons working remotely, nothing can replace the connection, creativity, and fun that occurs when Roachers get together and we are committed to fostering a workplace that encourages collaboration and allows us all to do our best work.

• Medical Insurance
• Flexible Time Off
• Paid Parental Leave
• Mental Wellbeing Benefits
• And more!