Java Escalation Engineer

About Position:

We are looking for a Java Escalation Engineer to support and enhance a critical product platform by owning complex customer escalations and driving root cause analysis. This role works closely with Engineering, Product, and Customerfacing teams to ensure high product stability, faster resolution of issues, and improved customer satisfaction.

• Role: Java Escalation Engineer
• Location: Pune & Bengaluru
• Experience: 6+ Years
• Job Type: Full Time Employment

What You'll Do:

• You will be responsible for managing highseverity technical escalations and collaborating with crossfunctional teams to resolve product issues efficiently.
• Use strong technical and analytical skills to resolve critical customer and field escalations from Support, Professional Services, Sales, and PreSales teams
• Act as an L3 escalation engineer, owing to complex customer issues endtoend with clear expectations and timelines
• Work closely with the Engineering team to design and develop solutions for customerreported problems
• Participate in daily scrum meetings to provide updates on ongoing escalations and issue status
• Perform deep Root Cause Analysis (RCA) by analyzing logs, metrics, databases, APIs, and application code
• Build scripts, tools, and techniques to improve RCA efficiency using available platform data
• Reduce time to resolution by implementing permanent fixes after RCA
• Provide timely and accurate updates to stakeholders to improve overall customer satisfaction
• Collaborate with Product Management to identify and implement backlog items that add value to the product

Expertise You'll Bring:

• You bring strong technical depth, a customerfirst mindset, and the ability to troubleshoot complex distributed systems in production environments.
• Bachelors degree in engineering or a related field
• 6+ years of experience in a technical product support role, preferably within an escalation or sustaining engineering team
• Proven experience working as an L3 escalation engineer handling complex customer issues
• Handson software development experience using Java technologies
• Strong understanding of RDBMS concepts with handson experience in MySQL / MariaDB
• Good working knowledge of microservicesbased architectures deployed on AWS
• Experience troubleshooting REST APIs, performing network troubleshooting, and querying databases
• Handson experience using Splunk for log analysis and issue investigation
• Strong RCA skills with the ability to translate findings into longterm solutions
• High attention to detail, strong analytical skills, and a structured problemsolving approach
• A collaborative team player with passion, curiosity, integrity, and a strong ownership mindset

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."