Support Escalation Engineer

What you'll do:

We are seeking an experienced Customer Escalation Engineer (Tools & Diagnostics) to join our Tier-3 technical support team for Eaton's Brightlayer Software Suite. This role centers around the development, validation, and deployment of diagnostic and automation tools designed to facilitate the deployment, upgrade, and maintenance of complex enterprise systems operating in mission-critical customer environments.
The ideal candidate will have a strong Linux scripting background, hands-on experience with enterprise application ecosystems, and the ability to diagnose complex issues at customer deployment sites via remote sessions. He/she will work closely with engineering and support teams to identify problem patterns, implement mitigation scripts, and contribute lightweight fixes when appropriate.
This position is instrumental in ensuring customer success and delivering exceptional post-sales support, helping to uphold our reputation for excellence and maintain a competitive edge. The successful candidate must embody a customer-first mindset, demonstrate technical agility, and possess a continuous improvement attitude to deliver timely and effective resolutions for high-impact technical issues.

1. Bachelor's degree or above, preferably in Computer Science or related fields
2. 5+ years of experience with solid scripting and troubleshooting skills to develop diagnostic tools and analyze complex issues in enterprise environments
3. Proficient in Linux operating systems, with solid skills in system administration, performance tuning, and troubleshooting.
4. Skilled in scripting languages such as Shell, Python, or others, with experience in developing and maintaining automation scripts.
5. Familiar with containerized deployment and related technologies (e.g., Docker, Kubernetes).
6. Familiar with relational databases (e.g., PostgreSQL, MySQL).
7. Hands-on experience in system operations or technical support, capable of independently handling complex issues.
8. Experience with common configuration management tools (e.g., Ansible, Chef, Puppet) is a plus.
9. Experience with the Azure platform is a plus.
10. Good English skills in listening, speaking, reading, and writing, capable of handling technical communication and documentation in English.
11. Exremely reliable and dependable for work assignments.
12. Clear thinking, strong logic, and excellent problem analysis and solving abilities.
13. Strong self-learning ability and willingness to continuously improve.
14. Strong communication skills, customer service mindset, and team collaboration spirit.