Senior Escalation Engineer

Job title:

Senior Escalation Engineer

Company

realTime Recruitment

Job description

Realtime are seeking a highly motivated Senior Escalation Engineer to join our client of a Permanent basis. This client is a fast-paced, innovative team focused on advancing software-defined vehicle technology. In this role, you’ll work closely with customers and cross-functional teams to deliver superior products and exceptional customer service. This is a hands-on position that requires a balance of technical expertise and business insight, as well as experience in data center networking and familiarity with the automotive sector.Core Responsibilities:– Serve as the Subject Matter Expert (SME) for the escalation team, mentoring junior members and supporting team growth.
– Act as the primary escalation point for Tier-1 teams, OEMs, and partners, handling customer-found defects (CFDs) and other complex issues.
– Utilize advanced debugging skills to troubleshoot multi-vendor deployments, delivering immediate workarounds and collaborating with engineering for root-cause analysis and permanent solutions.
– Perform comprehensive log analysis and issue recreation using test bench setups to validate engineering fixes before deployment.
– Utilize CANoE or similar test tools to generate Controller Area Network (CAN) traffic for issue recreation and validation.
– Collaborate with QA and development teams to determine if CFD cases are test escapes, user errors, or unsupported operations, and provide feedback to enhance future testing.
– Manage effective communication between customers and engineering, and provide consistent updates aligned with SLAs until resolution.Key Technical Skills:– Advanced Debugging & Troubleshooting: Skilled in isolating and resolving complex issues across multi-vendor environments, including log analysis and test-bench recreations.
– CANoE Proficiency: Experience in using CANoE (or similar) for generating CAN traffic during issue recreation exercises.
– Networking Expertise: Deep understanding of TCP/IP networking protocols and how Electronic Control Units (ECUs) interconnect within automotive environments.
– Data Analysis & Dashboard Creation: Capable of creating CFD dashboards to monitor issues and track KPIs such as response time, resolution time, and failure trends.
– Cross-functional communication: Strong written and verbal communication, with experience in liaising between technical and non-technical stakeholders.Additional Skills:– Ability to manage multi-channel support (phone, web, email, chat) and provide clear, concise updates to key stakeholders.
– Self-motivated with a process-oriented approach, ensuring support aligns with SLA standards.
– Confident in leading cross-functional troubleshooting, with strong business and technical acumen to facilitate collaboration with internal teams, partners, and vendors.Qualifications:
– Bachelor’s degree in Computer Science, Software Engineering, or a related field.
– 7-10 years of experience in a data center environment, specializing in escalation engineering.
– Willingness to provide 24×7 global support, including on-call availability during weekends, non-business hours, and holidays

Expected salary

Location

Dublin

Job date

Thu, 21 Nov 2024 06:07:20 GMT

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