Dev Escalation Engineer

Aruba is an HPE Company, and a leading provider of next-generation network access solutions for the mobile enterprise. Helping some the largest companies in the world modernize their networks to meet the demands of a digital future, Aruba is redefining the Intelligent Edge and creating new customer experiences across intelligent spaces and digital workspaces. Join us redefine whats next for you.

What youll do:

Dev Escalation Engineer will builds from the ground up to meet the needs of mission-critical applications, and is always looking for innovative approaches to deliver end-to-end technical solutions to solve customer problems.

Brings technical thinking to break down complex data and to engineer new ideas and methods for solving, prototyping, designing, and implementing cloud-based solutions.

Collaborates with project managers and development partners to ensure effective and efficient delivery, deployment, operation, monitoring, and support of Cloud engagements.

Responsibilities:

• Serve as the final escalation point for advanced technical issues from support and customer success teams.
• Diagnose and resolve deep technical issues across .NET or Golang applications , systems, and networks.
• Work on network and protocols heavy systems.
• Perform log analysis, code review, and root cause analysis to drive permanent solutions.
• Collaborate with product and engineering teams to communicate customer needs and influence fixes or enhancements.
• Provide direct support to enterprise customers during escalated incidents, ensuring resolution and customer satisfaction.
• Create technical documentation, knowledge base articles, and post-incident reports (RCAs).
• Identify recurring issues and work proactively to prevent future escalations.
• Act as a technical mentor to support engineers and provide guidance during troubleshooting.
• Ensure clear and timely communication with internal stakeholders and customers during issue resolution.

What you need to bring:

• 7 to 10 years of experience in technical support, escalation engineering, or software development.
• Solid understanding of networking concepts TCP/IP, DNS, UDP, RDP, firewalls, load balancers, VPNs.
• Strong expertise in .NET (C#) or Golang capable of reading and debugging code.
• Proven experience in troubleshooting and debugging production systems.
• Understanding and experience with cloud based systems and deployments.`
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills, with the ability to explain complex technical issues clearly.
• Experience working in customer-facing roles with enterprise clients.