Enterprise Support Escalation Engineer - SRKay Consulting Group
- Bengaluru, Karnataka, India
- Apply by: Jan 01, 2026
- 1 Vacancy
- Local Candidates (India)
- Shift: Rotating
- Career Level: Entry Level
- Degree: Graduate
- Experience: Year
- Full Time/Permanent (hiring on behalf)
- Work from Office
Job Description
Responsibilities:
- Facilitate, follow, enforce and improve the overall enterprise escalations process.
- Lead enterprise escalation resolutions effort - requires extensive analysis, troubleshooting and possibly, collaboration with product development teams.
- Investigate both platforms (OS, infrastructure, network, etc.) and product issues.
- Analyze complex customer technical problems and resolve them in a timely manner, as per SLAs.
- Work with support and product teams to update knowledge base documentation.
- Assist other engineering teams with testing and validation, as needed.
- Serve as a senior resource / subject matter expert (SME) for other team members or internal customers.
- Conduct detailed root cause analysis to identify source of the issues & come up with solutions to permanently resolve them.
- Help guide and educate team members.
- Proactively anticipate and resolve problems. Create processes to support change.
- Demonstrate proficient knowledge of best practices, standards, technologies and procedures.
Our product is highly technical - it's a SaaS product with an on-premises, enterprise component that our customers deploy in their corporate IT environments. Enterprise Technical Support Engineer is expected to have sharp analytical skills as well as in-depth technical expertise to be able to troubleshoot different aspects of our customers’ complex IT environments (that our product would be a part of).
Qualifications and experience:
- 1-3 years of IT operations experience.
- Experience and understanding of the following:
- Network Infrastructure & Security. - VPN, DNS, VLANs, Firewalls
- Network protocols -DNS, TCP/IP, DHCP, HTTP/s, SSL
- Knowledge of operating systems administration & internals such as:
- Windows Server and Linux (RHEL/CentOS)
- Cronjobs
- Docker
- Kubernetes
- Knowledge of PowerShell scripting
- Working knowledge of Enterprise Server Platforms is a plus
- Knowledge of Cloud infrastructure AWS, GCP is good to have
- Understanding of Data center operations, server imaging solutions is a plus
- Excellent verbal and written communications skills.
- Ability to learn quickly and perform effectively under pressure.
- Strong technical aptitude.
- Bachelor’s degree – Computer Science, Information Technology, or related field.
Benefits
Market linked compensation and benefits
Skills Required
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