Sr. Escalation Engineer

Sonatus is a well-funded, fast-paced, and fast-growing company whose technologies and software help automakers build dynamic software-defined vehicles. With two generations of solutions already on the road with a top global OEM, our vehicle and cloud software solutions are at the forefront of the digital transformation of vehicles. The Sonatus team is a talented and diverse collection of technology and automotive specialists hailing from many of the most prominent companies in their respective industries.

Sonatus is seeking a highly motivated Senior Escalation Engineer who can work closely with customers and cross functional teams to ensure that we deliver superior product and excellent customer services as our company continues to expand. Our team achieves results by being driven, innovative and collaborative. This is a hands-on role; individuals must be both technical & business savvy; possess solid data center networking knowledge with some automotive experience.

The ideal candidate is needs to be passionate about working with customers and have the tenacity to root cause and identify a solution to CFD (Customer Found Issues), be able to develop effective support workflows and customer engagement models, strive to meet the Service Level Agreement (SLAs), and be driven to attain high CSAT and NPS scores for Sonatus.

Duties and Responsibilities

• As a Senior Escalation Engineer, you will be the Subject Matter Expert (SME) with the escalation team. You will help grow the team and mentor junior members
• Escalation team will be the first point of contact for Tier-1s, OEMs and partners, and will be responsible for triaging CFD (customer found defect)
• Possess excellent debugging skills to troubleshoot complex issues in a multi-vendor deployment scenario; be able to suggest immediate workaround while looking into the root cause and permanent solutions with the engineering team and other partners
• Debug CFD issues by performing log analysis, recreation of issues on the test bench, validate engineering fixes before distributing to customers
• Experience with using CANoE or similar type of test tool to generate CAN traffic as part of issue recreation exercise
• Work closely with the QA and development teams to understand if the CFD is a test escape, user error or unsupported operations. Provide feedback to the engineering team to ensure that test escape will be caught in future testing in case of recurrence
• Act as liaison between customer and engineering team 
• Able to present status of issue to management both internally and externally
• Follow up and respond to customers per the agreed Service Level Agreement (SLA), including providing trouble ticket updates regularly and keep all key stakeholders informed until a solution is identified and delivered to the customer
• Identify necessary tools needed for the team to work effectively
• Create CFD dashboard to help monitor and track status of issues and measure relevant KPI, such as time to respond, time to resolve, statistics of component failures, profile possible systematic issue or failure trend
• Excellent communication and written skills
• Must be able to work independently and be calm under pressure
• Be able to be on call for the 24x7 global support operations during weekends, non-business hours and holidays as needed
• Some travel may be required

Qualifications and Experience

• Qualifications: A bachelor's degree in computer science, software engineering, or another related field
• 7-10 years working as escalation engineer in data center companies
• Must have in-depth TCP/IP networking knowledge with some amount of automotive experience.
• Understand how ECUs interconnect and work within an automotive.
• Able to provide multi-channel support through phone, web, e-mail, chat or applicable support portals
• Self-motivated with the ability to dive right in, develop effective processes, and work to ensure our products are well supported per the SLA.
• Must be able to work cross-functionally with engineering, product management and other internal teams
• Confident to lead troubleshooting and escalation efforts with internal teams, partners and other vendors
• Strong business and technical acumen with the ability to translate between the two.

Sonatus is a tight-knit team aligned around a unified vision. We put progress ahead of politics and are not afraid of asking tough questions. Sometimes we get too busy to say it, but you can be confident that you and your contributions will matter every day. We embrace diversity in all regards because respect is ingrained in our every fiber. 

Other benefits Sonatus offers include: *

Competitive compensation and stock option offerings

Time off (national holidays and statutory annual leave provisions apply)

Health care plan (Medical, dental)

Income protection and Life insurance benefits

Pension plan

Life Assurance Benefits

Fitness Allowance

Phone & internet reimbursement

IT Equipment allowance

Snack and drinks in office

*(Subject to change as necessary. Sonatus reserves the right to assess the benefit offerings on a periodic basis).

To all recruitment agencies: Sonatus, Inc. ("Sonatus") does not accept unsolicited agency resumes. Please do not forward resumes to our careers alias or other Sonatus' employees. Sonatus is not responsible for any fees associated with unsolicited activities.