Senior Escalations Engineer

What You’ll Do

• Responsible for efficient and effective case management while adhering to established standard operating procedures for case documentation, customer follow-up, troubleshooting, research, etc.
• Drives complex escalations to resolution collaborate with global peers and other SOTI organizations like Engineering, Sales, and other Support teams in addressing customer issues, and keeps all stakeholders communicated on the technical/resolution path
• The candidate will be expected to be an expert in one or more SOTI product portfolios and will also be expected to write technical articles and case studies for the knowledge base. Ability to develop technical training material for internal audiences in at least one core SOTI product
• Knowledge and expertise in advanced concepts, ability to review debug analysis, core dumps, etc. Proactively analyses product defects/bugs/trends and serves as the customer champion driving improvement opportunities on behalf of the customer. May need occasional customer visits
• Ability to read/identify product code snippets while troubleshooting an issue
• Contributes to the SOTI knowledgebase in the form of new or updated technical documents focused on issue resolution or prevention
• Must demonstrate flexibility to meet the demands of the role, including being available to address critical issues outside regular working hours when required

Qualifications

• Strong written and verbal communication skills as well as excellent listening skills
• Leverage teamwork to achieve organizational goals, respect, and value the contribution of all team members, and foster collaboration among teams
• Seeks appropriate input when making decisions, effectively uses cross-functional relationships to achieve results
• Knows how to get things done through organizational hierarchies, pre-empts situations for issue avoidance, and gains commitment from others to take actions
• Works independently take the initiative - acting to change the direction of events when it is in the best interest of the business and the customer
• Drives innovation and implements plans that produce high-impact and high-quality results
• High levels of personal accountability, strong work ethic, and value system, and professional credibility well established with all stakeholders

Experience You’ll Bring

• Degree in Computer Information/Application Systems, Enterprise Computing, Information Technology or equivalent experience
• Windows Active Directory
• Certificate Management (PKI Infrastructure)
• Strong understanding of specific mobile device platforms - such as IOS, Windows, and Android
• Strong understanding of Android Enterprise and Android script commands
• Knowledge of current mobile device trends
• Understanding of Mail clients, SharePoint, Proxy Server
• MS-SQL scripting, SQL trace analysis
• Good to have - knowledge of Windows sys-internal tools
• Strong understanding of Client Server architecture
• Understanding of network architectures, load balancers, firewalls, etc.
• Experience with server configuration a plus: Windows Server 2012 / 2016 / 2019, Web server platforms (IIS)
• Exchange 2016/2019/O365 or Google apps for business
• Understanding at least one enterprise-level mobile device management application such as Microsoft Intunes / Citrix Endpoint Management / MobileIron / AirWatch / SOTI is preferred
• Technical troubleshooting and hands-on experience with iOS & Android devices are required
• In-depth knowledge of troubleshooting methods - both client and server-side (EMM)
• Knowledge of Log analysis would be an added advantage (Android ADB & iOS X-Code logs)
• Proven experience working on the critical system down issues and escalations
• The position requires 6 to 10 years of related experience and/or a bachelor’s degree in a related field.
• SOTI product certification and/or certification from other EMM vendors are also preferred (but not a must)

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Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.