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Senior Escalation Engineer

3 months ago

Columbia, United States LTN Full time

Senior Escalation Engineer

The Senior Escalation Engineer at LTN Global is the final escalation point capable of troubleshooting and resolving the most difficult and complicated issues. You will be responsible for addressing complex technical issues and providing expert guidance to both customers and internal teams.

Work Location: Kansas City, MO ; Columbia, MD ; Remote considered w/minimal travel

Essential Duties/Responsibilities:

Advanced Troubleshooting: Investigate and resolve highly complex technical issues that couldn't be resolved by Tier 1 and Tier 2 support teams. You will analyze logs, system configurations, and software code to identify and resolve issues effectively. Product Expertise: Become a subject matter expert on our products and services, keeping up to date with the latest updates and features to provide expert guidance to customers. Customer Interaction: Engage with internal and external customers through phone, email, and chat, providing best-in-class customer service and maintaining a professional and empathetic approach. Documentation: Create and maintain detailed records of customer interactions, issues, and solutions to contribute to our knowledge base and help improve the overall support process. Collaboration: Work closely with Tier 1 and Tier 2 support engineers, as well as other internal teams, to escalate and resolve issues efficiently and share insights for continuous improvement. Continuous Learning: Stay up-to-date with industry trends and emerging technologies to ensure you can provide the best possible support and insights to customers. Escalation Handling: Determine when issues require escalation to Tier 3 and coordinate with other technical experts to address customer concerns effectively. Feedback Loop: Provide valuable feedback to product development teams based on common customer issues, suggestions, and trends observed during support interactions.

Requirements:

Bachelor's degree in Computer Science or a related field (or equivalent Linux/IP Networking experience). Professional experience troubleshooting complex Linux and IP Networking issues with end clients. Experience in data center/WAN/LAN/telecommunication administration. Internet protocols, experience configuring IP networks and troubleshooting in a Linux environment. Experience working for an ISP or admin troubleshooting for an enterprise network. Experience in an operational role supporting services delivered over the Internet. Experience in technical writing, producing operations procedure documents (KB articles, how-to's, runbooks, etc.) and sharing knowledge through documentation & training. Strong communication skills and the ability to convey complex technical information to non-technical customers clearly and effectively. Must be able to join an on-call rotation to support Tier 1 and Tier 2 teams as needed.

About LTN Global:

LTN® Global is a worldwide leader in IP Video technologies and is an innovative service provider to the tier one content owners and broadcasters. Our portfolio of solutions and services helps content owners to optimize, and automate the video workflow, empowering users to acquire, transform, deliver, and monetize content at scale. Leveraging the world's fastest and most reliable IP video network, LTN is a trusted partner with a reputation for multicasting transmission-critical, broadcast-quality content to any platform, anywhere in the world.