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Lead Escalation Engineer

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Cloud Software Group

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Location:
India , Bengaluru

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Lead Escalation Engineer for NetScaler, part of the Advance support team supporting Xenserver products as a level two support team.

Job Responsibility:

  • We are part of Advance support team. We support Xenserver products and the we are level two support team. The case that Frontline teams are not able to resolve come to Advance support engineer to work on the issue or collaborate with our product engineering team in case it turns out to be a bug to find a fix to resolve the issues
  • Implements strategic goals

Requirements:

  • 7+ years of hands-on experience in technical support or engineering roles, with a strong focus on virtualization, Linux, storage, and networking technologies
  • Minimum of 3 years of experience working with XenServer or similar virtualization platforms (e.g., VMware, Hyper-V)
  • Proven track record of handling high-priority escalations and providing expert-level troubleshooting support
  • Strong experience working in customer-facing roles and managing complex technical issues
  • Deep understanding of Linux operating systems (RHEL, CentOS, Ubuntu, etc.)
  • Extensive knowledge of virtualization technologies, specifically XenServer, VMware etc.
  • Proficiency in storage technologies, including SAN, NAS, and iSCSI
  • Solid understanding of networking concepts, protocols, and troubleshooting tools (TCP/IP, DNS, DHCP, VPN, etc.)
  • Familiarity with monitoring and diagnostic tools (e.g., tcpdump, Wireshark, strace, etc.)
  • Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical stakeholders
  • Strong analytical and problem-solving skills, with the ability to think critically and handle high-pressure situations
  • Ability to collaborate effectively across teams and departments
  • Customer-centric mindset with a commitment to providing high-quality service
  • Requires a University Degree or equivalent experience and minimum 12 years of prior relevant experience
  • or Master’s degree with 8 years
  • or PhD with 5 years of experience

Nice to have:

  • Certifications related to Linux (e.g., RHCE), virtualization, or networking are a plus
  • expertise in Linux and good knowledge on Windows or visa-verse, Networking, Storage and Virtualisation
  • additional languages

Additional Information:

Job Posted:
January 30, 2026

Work Type:
On-site work
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