8,832 Escalation jobs in India

About Netskope

Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. 

Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive.Visit us at Please follow us on and Twitter.

About the position:

Netskope’s customers include some of the largest Fortune 500 companies that demand best in class customer support. You will be the primary point of contact for dealing with top-class IT administrators. Netskope is looking for an experienced enterprise TAC engineer who is passionate and motivated to make an impact.

Job Responsibilities:

Work with a world-class enterprise technical support team. Teams are spread across APAC, NAM and EMEA.

Own and drive escalated support issues. Work on critical incident response tasks as required.

Work on general support tickets as required.

Work closely with support managers, engineering and product management on building/improving processes, procedures and tools.

Drive weekly technical team calls along with other technical leads.

Collaborate with various departments and participate in short and long term projects.

Collaborate with other leads to share knowledge on the new issues observed and cascade this to the rest of the teams and field.

Assist and mentor frontline support engineers.

Job Requirements:

Minimum 7+ years of experience in supporting large enterprise customers.

Strong Networking background and knowledge. Extensive and in-depth knowledge of TCP/IP, HTTP/HTTPS, Cookies & SSL/TLS protocols

Excellent knowledge and prior experience supporting network security technologies such as Proxies, NG Firewalls, SSL/IPSec, VPN’s, DLP, SSO

Demonstrable experience with systems installation, configuration and administration of UNIX/Linux and Windows­ based systems (prior Active Directory/LDAP experience desirable)

Expert in troubleshooting various scenarios and systems by using knowledge of common tools (tcpdump) and protocols (TCP/IP, NTP, DNS, DHCP, etc.).

Good understanding of web technologies (JSON, XML, SOAP, REST, HTML5, Web Services, JavaScripts) 

Hands-on experience in traffic analysis tools like Fiddler, Wireshark.

System/server-side experience for troubleshooting.

Desired Technical Skills :

Hands-on experience in configuring & testing applications for SAML Single SignOn with various IDPs.

Experience in WS-Fed & WS-Trust protocols is a plus.

Prior experience of testing HTTP content rewrite solutions.

Cloud Technology (Docker, Kubernetes, Opensource technologies).

Working experience in Linux, Windows and Mobile environments.

Strong familiarity with one of the scripting languages like Python or Java (Python preferred).

Additional Skills:

Strong verbal and written communication skills. Able to communicate in an open, transparent and consistent manner with team and co-workers.

Prior experience mentoring, guiding, managing junior team members.

Determined and ever ready to roll up sleeves to respond to the needs of customers proactively and promptly.

Believe in innovation and out-of-the-box thinking to foster the originality of ideas.

Prior experience working with Salesforce/Zendesk or other support portal tools

Achievement orientated and willing to take responsibility for own actions.

Education:

Bachelor's (BSc) degree preferred.

Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.

Netskope respects your privacy and is committed to protecting the personal information you share with us, please refer to for more details.

Responsibilities

• Oversee the day-to-day operations of the Incident Management Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Act as a mentor and provide oversight, coaching, and training to IM staff
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows
• Provide support where needed for both internal and external customers.
• Clearly communicate escalated issues to Tier 3 and product managers as needed
• On-board all new IM team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
• Implement any necessary preventive measures to reduce customer faults and issues
• BS degree in Information Technology, Computer Science or equivalent
• Proven working experience in enterprise technical support, Product support.
• Proven people management and leadership skills
• Excellent communicator, both oral and written
• Strong problem solving and communication skills
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Previous experience in managing customer focused teams ,Proven experience in managing a service and support focused team culture

Skills Required
Incident Management, enterprise support , Root Cause Analysis, Kpi Monitoring

Job Title: Grievance Escalation Executive

Location: Bangalore

Experience Required: 6 months to 1 year

Employment Type: Full-time

Job Summary:

We are looking for a proactive and empathetic Grievance Escalation Executive to handle customer complaints and ensure timely resolution of escalated issues. The ideal candidate should have experience in customer support or grievance redressal and must possess excellent communication and problem-solving skills.

Key Responsibilities:

• Handle and resolve escalated customer grievances through calls, emails, or other communication channels.

• og and track complaints, ensuring all escalations are documented accurately in the system.

• C llaborate with internal teams (e.g., operations, product, customer support) to investigate and resolve issues.

• P ovide timely follow-ups to customers and ensure a positive resolution experience.

• E calate critical issues to senior management when necessary.

• I entify patterns in complaints and suggest process improvements.

• M intain compliance with company policies and regulatory guidelines in handling grievances.

Requirements:

• 6 months to 1 year of experience in customer service, grievance redressal, or related fields.

• S rong verbal and written communication skills in English (other regional languages are a plus).

• E pathetic, patient, and solution-oriented approach to customer handling.

• F miliarity with CRM tools (e.g., Zendesk, Freshdesk) is preferred.

• A ility to multitask and work in a fast-paced environment.

• G aduate in any discipline (preferably in Business, Communications, or related field).

Preferred Skills:

• C nflict resolution and de-escalation skills

• A tention to detail and analytical thinking

• A ility to work independently as well as in a team

Education
Bachelor of Applied Science (BAS), Bachelor Of Pharmacy (B.Pharm), Bachelor Of Computer Application (B.C.A), Bachelors of Law (B.L/L.L.B), Bachelor of Commerce (B.Com), Bachelor of Dental Surgery (B.D.S), Bachelor of Ayurvedic Medicine and Surgery (BAMS), Bachelor of Social Work (B.S.W), Bachelor of Music, Bachelor of Arts (B.A), Bachelor of Architecture (B.Arch), Bachelor of Health Science, Bachelor of Science (B.Sc), Bachelor of Interdisciplinary Studies, Bachelor Of Technology (B.Tech/B.E), Bachelor of Education (B.Ed), Bachelor of Music Education (B.M.E.), Bachelor of Liberal Arts (BLA/ALB), Bachelor in General Studies (BGS), Bachelor in Hotel Management (B.H.M), Bachelor of Homeopathic Medicine and Surgery (BHMS), Bachelor of Business Administration (B.B.A), MBBS
Skills Required
Excellent English, Hindi

Escalation - Male (Walk-in interviews)

*Min 1 year Escalation experience (overall should be 2 years)

*Excellent communicator

*Salary up to - 30K (Non PF)

*Rotational shift - Including night for Male (Female rotational day shift)

Rotational 2 week off

Pay: ₹20,000.00 - ₹30,000.00 per month

Day range:

- Monday to Friday
- Weekend availability

Shift:

- Rotational shift

Ability to commute/relocate:

- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- What is your notice period?
- Can you work rotational shift?
- Whats your current location?
- Whats your gender
- Are you willing to relocate
- Do you have good escalation and communication skills
- Whats your current salary?

**Education**:

- Secondary(10th Pass) (preferred)

**Experience**:

- minimum one year escalation (required)

**Language**:

- Fluent English (preferred)

Shift availability:

- Night Shift (preferred)
- Day Shift (preferred)

Willingness to travel:

- 25% (preferred)

Work Location: In person

Gurugram, Haryana, IndiaSafety & SupportID: 5084

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators.

At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device.We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there.

A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.

Roblox’s Safety Operations - Moderation Product Support team is dedicated to protecting our users and developers from individuals who want to cause harm on our platform, within the online gaming environment. The Moderation Operations team are subject matter experts for content safety policies, and apply their knowledge to empower moderation scale across the Roblox platform. This is a critical team for our users, developers, and creators!

The Moderation Escalation Specialist role will focus on three key areas: improving the service Roblox provides for the internal safety escalation process, serving as an authoritative subject matter expert when high-impact users and developers are moderated, and providing policy teams with exceptional data sets of trustworthy labels so that Roblox safety policy can be developed effectively.

Please note: This role may review graphic, controversial, and sometimes offensive content in line with Roblox’s policies. This role will also require some on-call or shift support.

This role will report to the Moderation Product Support team manager.

You will:

Act as Policy SME and own high-visibility safety escalations end-to-end, analyzing and assessing content against Roblox community standards and internal procedure guidelines;

Communicate effectively with internal customers (leadership up to Roblox c-suite) and cross-functional stakeholders, performing comprehensive analysis of ambiguous incidents and represent the Safety org’s final say for HIU (high-impact user) moderation;

Manage, maintain, and develop a highly effective escalations process that meets or exceeds relevant service level agreements;

Coordinate with cross-functional partners and a large team of Roblox moderation agents and their respective staff; implement and maintain standard operating procedures for moderation processes;

Utilize SME knowledge of policy and enforcement to produce golden data labels for moderation training and policy purposes;

Analyze operational data and conduct root cause analysis to identify trends, bottlenecks, and optimization opportunities, crafting recommendations for improvement;

Participate in an on-call or shift rotating basis to ensure our team has 24x7 coverage, may include weekends.

You Have:

3+ years of experience responding to incidents or escalations at a gaming, social media or at other communications platform companies.

Excellent communication skills to collaborate with cross-functional teams, including company leadership.

Experience on a trust and safety team and/or have worked closely with policy or content moderation.

An interest in online safety, policy development, regulations and emerging trends .

Strong project management skills, strong prioritization acumen, ability to flex across multiple projects, build processes from the ground up.

Roles that are based in our San Mateo, CA Headquarters are in-office Tuesday, Wednesday, and Thursday, with optional in-office on Monday and Friday (unless otherwise noted).

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
Interested in being on the cutting edge of Cloud Services? Then come join the Dynamics business unit as an Embedded Escalation Engineer (EEE) supporting Dynamics 365 and Power Platform products
As a EEE, you will be an elite member of the support team and have opportunities to integrate deeply with the Dynamics 365 and Power Platform Product Group. You will lead engineering investigations to bring quicker issue resolution to Support incidents impacting our customers, to improve their experience and drive key service improvements.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a EEE, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.
You will solve customer reported incident and escalations, participate in the AI Journey Microsoft is driving at this moment, participating in the implementation of AI Solutions and AI Agents to bring the next level of support experience in the different stages of the customer reported incidents, such as detection, troubleshooting, resolution, and the identification of emerging trends or re-occurring escalation scenarios. This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Dynamics support.
You will contribute to the Product improvements by filing impactful bugs, design change requests and recommend other ways to prevent future customers from getting impacted. As a trusted advisor to the Dynamics engineering team, you will suggest changes to future versions to better equip our support teams as well as our Partners and Customers and help influence in-market solutions today. As a customer ambassador, you will also partner with the engineering leadership for strategic technical, architectural and design discussions, and represent the customer voice in planning efforts. These strategic areas of focus will target our highest impact pain points for our Partners, Customers and support team members.
Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly, concisely and build broad relationships with influencers to impact key business results for our business and our customers.
This role is flexible in that you can work up to 50% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
Response and Resolution
Reviews highly complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues. Supports the business both locally and globally to drive business. Serves as a technical escalation point.
Resolves highly complex cases and by working on the end-to-end on case resolution. Serves as an escalation point for other engineers to assist in resolving cases. May have to work with product group or engineering team.
Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
Readiness
Assists in the development of end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) for new and existing technology.
Product/Process Improvement
Acts as a trusted advisor to the product group, in a designated discipline or technology, to influence, improve, or propose fixes.
Contributes to product improvements by filing bugs and design change requests, and recommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted.
Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation and eliminate systematic diagnostic issues. Builds automation tools.
Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for case resolution.
Leads case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions. Takes learnings from triage meetings to communicate readiness needs to manager or readiness team.
Business Integration
Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams.
**Qualifications**
Required Qualifications:
- Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience
o OR 7+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience
Language Qualification
English Language: fluent in reading, writing and speaking.
Preferred Qualifications:
- Proven 7+ years of technical experience over Dynamics 365 and Power Platform products
- AI experience in building solutions
- AI Agents creation experience for workflow automations
- Knowledge of other associated technologies to the Dynamics Stack, such as:
- Azure
- SQL Knowledge
- Kusto
- Networking
- Coding experience (different languages appreciated)
- Azure AI Foundry
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

HARMAN’s engineers and designers are creative, purposeful and agile. As part of this team, you’ll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the opportunities, innovative technologies and resources to build a successful career.

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do everyday.

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard torace, religion, color, national origin, gender including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

About This Team :
We are the Advanced support team specializing in NetScaler and NetScaler console products. As the ultimate level of support for our customers, we collaborate closely with LCM and Engineering teams to swiftly identify and resolve any customer issues or bugs, ensuring seamless operation of the customer environment.

Job Description/Responsibilities:
You have a three year university degree, combined with at least Seven years of tech support experience in a large enterprise environment.

You have obtained working knowledge of Networking (both client & Server OS) and good networking knowledge, including TCP / HTTP / SSLN/ DNS / WAN . You are comfortable working in understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols.

Ideally you have also obtained industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi. If this sounds like you, we’d love to speak to you right away.

Position Overview :
The Senior Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise wide mixed environments. The incumbent often assists less senior colleagues - conducting case reviews and providing guidance to ensure quicker resolution. Uses advanced technical troubleshooting skills obtained through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.

Role Responsibilities :

Independently defuses sophisticated customer situations by using appropriate communication planning and follow-through that helps drive confident communication.

Independently resolve the most technically complex, critically important, or

politically hot customer issues.

Be an effective technical interface between the customer and 3rd Level Engineering / Product Development by providing clear issue documentation and using productive multi-functional relationships with senior-level players in their area of expertise.

Provides problem report prioritization for Engineering in at least one Citrix

Networking product.

Collaborate with other teams to write & review complex technical articles and case studies for the knowledgebase using the customer reported cases, product specifications, and multifaceted experience.

Act as an authority in at least one of our Citrix Networking products and demonstrates a solid grasp of at least one adjacent product.

Develop and review advanced technical training for internal and external audiences across multiple products or components.

Participation in a 24x7 on-call rotation.

Participate in projects as a collaborator or sub-team leader.

Basic Qualification:

BS or BA in Computer Science, Information Systems, Engineering, Mathematics, Physics, Statistics or related technical discipline experience preferred.

Experience working with multi-tiered application design and development, as well as, experience with debugging techniques and tools required, including the ability to analyze and debug dump files, network and stack traces.

Load Balancers (e.g. Citrix NetScaler, F5 BigIp, Cisco CSS).

Web Application Firewalls (e.g. Citrix NetScaler, Imperva, Akamai)

SSL VPN solutions (e.g. Citrix NetScaler Gateway, Juniper SA Series, Cisco SSL VPN).

Network monitoring and management (e.g. PRTG, Obkio, Auvik, SNMP).

Sniffers and Protocol Analyzers (e.g. Wireshark, tcpdump, ethereal).

Knowledge of Security technologies (e.g. SSL/TLS, VPNs, Firewall, IDS/IPS).

Knowledge of routing protocols (RIP, OSPF, BGP) and switching technologies

A solid understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols.

A strong working knowledge of secure Web application delivery

A strong working knowledge of the TCP/IP protocol stack.

A strong working knowledge of application layer protocols.

Knowledge of Layer 4-7 load balancing and SSL acceleration technologies.

Preferred Certifications :

Citrix / CCNA Certification

Virtualization / Cloud working knowledge ( AWS / Azure / ESXi / GCP).

About Us:

Cloud Software Group is one of the world’s largest cloud solution providers, serving more than million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please email us at for assistance.

About This Team

We are part of Advanced Support team. We're committed to swiftly resolving critical issues and ensuring seamless product experiences for our customers. Our culture fosters collaboration, transparency, and a pursuit of excellence, where every team member's s expertise is valued. We prioritize tasks based on urgency and impact, focus on delivering timely solutions. Successful team members possess strong problem-solving skills, resilience under pressure, and a customer-centric mindset. Integrity, accountability, and a dedication to customer success are the driving values of our team, guiding us in every issue resolution. We are the last level of defense before the issues reach Engineering.

Job Description

As a member of the Adv Support team, your primary responsibility will be to swiftly address critical issues in the CVAD product portfolio and provide timely responses to the Escalation team who interact directly with customers. You'll be
tasked with investigating and resolving escalated technical issues with a sense of urgency and precision.

Your success in this role will depend on your ability to effectively prioritize and manage customer issues, collaborating closely with cross-functional teams such as product development and global Escalation teams. You;ll be expected to communicate clearly and confidently with stakeholders at all levels, providing timely updates on issue resolution progress and identifying opportunities for process improvements.

Reporting to the Adv Support Sr. Manager, you'll have the opportunity to learn and grow within a supportive team environment, while also contributing to the company's mission of delivering exceptional customer experiences.

The ideal candidate for this role is passionate about troubleshooting complex technical problems and is driven by a desire to add value to everything they do. They thrive in fast-paced environments,possess excellent analytical and problem-solving skills, and have a keen attention to detail. Additionally, they should be eager to collaborate with diverse teams and continuously seek opportunities to enhance their technical knowledge and skills.

Duties and Responsibilities

Investigate and resolve escalated technical issues reported by customers or internal teams.

Document root cause analyses and solutions for escalated issues.

Collaborate with product development to prioritize bug fixes

Develop and maintain diagnostic tools and troubleshooting methodologies.

Communicate effectively with the development team to provide insights into customer-reported issues

Monitor industry trends and advancements in life cycle management practices to inform strategy development.

Take up initiatives to help the team with finding patterns, insights and suggesting product, docs and process improvements

Required Experience/Skills

Strong in any programming languages like C / C++ / C# / Python, debugging and problem-solving skills

Good at debugging techniques and tool development

Ability to work in a team of developers

Experience working with multi-tiered application design and development is a plus

Must be able to clearly and concisely define/document technical issues

Product-specific Technical Skills Requirements:

Candidate should have 6+ years of experience with the following concepts and/or technologies:

Experience in working with Windows internals

Strong understanding of Windows kernel mode and user mode subsystems and good in Kernel mode, User mode APIs

Working experience on kernel mode and user mode debugging with Windbg

Exposure to troubleshooting tools like WPA / Perfmon, Procmon, Process Explorer

Exposure to Windows UI messaging, WinForms internals, ADSI, NDIS & WDDM is a plus

Desirable to have good understanding of basic Networking concepts – Protocols, Trace Analysis and NDIS.

OS-specific Skills Requirement:

IPC/RPC

TCP/IP

Sockets

Daemons/Services

System/Application troubleshooting/debugging/log analysis

Familiarity with core dumps and the core dump mechanisms provided by the OS

Education and Experience Requirements:

BS in Computer Science (or an equivalent degree) with 6+ years of prior relevant experience or MS in Computer Science (or an equivalent degree) with 4+ years of prior relevant experience

About Us:

Cloud Software Group is one of the world’s largest cloud solution providers, serving more than million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please email us at for assistance.