Snr Cloud Escalation Engineer

Senior Developer

Ref: 308Tuesday 27 June 2023

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Would you enjoy the challenge of redefining the cloud competitive domain?

Now is your chance to join a newly created team in Galway that is tasked with building a large-scale, enterprise-ready platform that will power a hybrid edge-to-cloud suite of services.

This innovative cloud stack will drive transformation across data, connectivity, and security and offers you the chance to apply your creative skills to contribute to architecting and building this enterprise platform.

You will be working internally with our Sales, TAC (Technical Assistance Centre), Product Management, and Engineering teams, as well as externally with customers and partners, to troubleshoot, identify and resolve product or configuration problems and drive the resolution of issues.

Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important details on the status of the customer relationship with senior management.

What You’ll Do

  • Primary point of contact for incoming engineering escalations.
  • Resolve customer issues by effectively partnering with functional leads in Engineering (on-site and remote), Product Management, TAC, Sales and elsewhere as required by the nature of the escalation.
  • Develop/propose debuggability/supportability features based on defect trends seen from customer issues.
  • Develop and maintain a prioritized issue list and action plan to manage escalations and drive resolution, including executive engagement as required.
  • Assess & evaluate the criticality of the situation, understand business impacts of key critical issues, and report back on the current status of those issues.
  • Develop and communicate periodic reports to communicate status on milestones.
  • Ensure customer is heard throughout escalation process.
  • Hold scheduled conference calls with assigned customer accounts.

What we’d prefer you bring:

  • Ideal candidates will have at least 6 - 8 years of relevant experience with 3 years of experience in engineering escalation roles.
  • Strong familiarity with one of the scripting languages like Python or Java (Python preferred).
  • Deep understanding of core programming principles, including design and architecture.
  • Good understanding of web technologies (JSON, XML, SOAP, REST, HTML5, Web Services, JavaScript).
  • Hands-on experience in configuring & testing applications for SAML Single SignOn with various IDPs.
  • Knowledge of Microservices, Kubernetes, and Containers/Dockers.
  • Experience with cloud computing vendors: AWS, Azure, Google Cloud.
  • AWS/other cloud/networking certification is a big plus.
  • Extensive background/knowledge in one of these areas is desirable: networking, storage or compute.
  • Project Management, formal project management training is a plus.


  • BS/MS degree in Science or Engineering from a recognized and accredited university/college.