Vastdata Technical Escalation Engineer - 

United States 

646076254

"VAST's data management vision is the future of the market." - Forbes

As a Technical Escalation Engineer, you will be responsible for monitoring and maintaining the health and performance of our fleet of installed clusters. You will work in a 24/7 network operations center-style environment, ensuring the availability, reliability, and security of services. This role involves real-time monitoring, incident detection, incident management, incident resolution, and clear written and verbal communication with other teams and stakeholders.

The Role

•  Monitor clusters using internal monitoring tools to detect and troubleshoot issues promptly.
• Respond to alerts and incidents in a timely manner, following standard operating procedures (SOPs) and escalation processes.
• Perform initial investigation and diagnosis of problems, escalating complex issues to support.
• Document incidents, including their details, troubleshooting steps, and resolutions in the incident tracking system.
• Collaborate with other teams, including Support, R&D, Account teams, and customers to ensure effective incident resolution and communication.
• Conduct routine checks and audits to identify potential problems or vulnerabilities.
• Assist with the implementation of changes and updates to the infrastructure as directed by team leads.
• Assist with writing Root Cause Analysis documentation, and delivering to customers within prescribed timelines.
• Participate in shift-based work schedules, including nights, weekends, and holidays, to provide 24/7 coverage.
• Maintain up-to-date knowledge of VAST Data Platform technologies via prescribed hands-on training modules.
• Adhere to security protocols and ensure the confidentiality, integrity, and availability of network and system data.
• Provide excellent customer service to internal and external stakeholders during incident resolution and communication.

Requirements

• Proven experience as a NOC Operator or in a similar network monitoring role is preferred.
• Superior communication skills, both written and verbal, to interact with technical and non-technical stakeholders.
• Strong understanding of networking concepts, protocols, and technologies (TCP/IP, SNMP, DHCP, DNS, etc.).
• Ability to work independently and collaboratively in a team-based environment.
• Excellent problem-solving and analytical skills, with the ability to multitask effectively.
• Willingness to work in a 24/7 shift-based environment, including nights, weekends, and holidays. Option for Wednesday – Saturday shift, Sunday -Wednesday, or Monday – Friday.
• Detail-oriented and committed to maintaining accurate documentation.
• Demonstrated commitment to continuous learning and self-improvement