Escalation Support Engineer Level 2( Digital Intelligence)
CurrentExperienced L2 (Escalation Support) Engineer specializing in Digital Intelligence products, Storage, and Private Cloud Solutions. Adept at performing advanced software, network, and hardware log analysis across multiple platforms. Known for efficient issue resolution, technical clarity, and exceptional customer satisfaction. Proven track record in mentoring, training, and managing critical issues under pressure.Experience:- Lead advanced log analysis and troubleshooting for software, network, and hardware issues.- Escalate high-priority cases to Engineering, providing precise diagnostics to streamline issue resolution.- Ensure prompt and effective responses to all support tickets, maintaining operational efficiency.- Develop and deliver creative solutions to complex customer issues, enhancing knowledge distribution and satisfaction.- Train and mentor new team members, fostering professional growth and technical expertise.- Communicate critical issues to management for immediate attention and resolution.- Successfully manage multiple concurrent priorities under pressure, meeting tight deadlines.Skills:- Expertise in Linux (RHEL) environment and bash shell scripting.- Advanced log analysis for Object-Based Storage products.- LAN/WAN and Wi-Fi network maintenance, with deep knowledge of TCP/IP, Fibre Channel, and iSCSI protocols.- Practical experience with MySQL, PostgreSQL, and JVM.- Proficient in Docker, Kubernetes, and Virtualization technologies.- Knowledgeable in data replication strategies.- Hands-on experience with AWS (EC2, S3, VPC, IAM, RDS).- Skilled in REST API and S3 protocol.- Proficient in Windows Server (2012 R2 / 2016) and Active Directory management.- Experienced in troubleshooting, installing, and maintaining MS Windows OS and the MS Office suite.- Strong understanding of Git version control.- Experienced with tools such as Salesforce, Jira, and ServiceNow.
