Aptly Technology - Escalation Engineer - Cloud Support

Description :

Mandatory skills : HDFS, HDInsight, Spark, Hive.

- Engage continuously with CSS Product Support Engineering teams to triage and resolve high-severity customer incidents

- Provide technical direction and solutions to meet First Day Resolution (FDR) targets

- Escalate unresolved issues to the Product Engineering Group and ensure timely delivery of customer-ready solutions

- Track and improve key support metrics including Time to Resolve and Time to Escalate

- Follow up on escalations to ensure high customer satisfaction (CSAT) for supported products

- Analyze trends from incoming CRIs to identify systemic issues and opportunities for improvement

- Enhance internal support tools and troubleshooting processes

- Create and maintain Troubleshooting Guides and Knowledge Base articles for reuse by CSS engineers

- Contribute to customer-facing documentation on Microsoft Learn using GitHub

- Provide ongoing feedback to Product Engineering teams on recurring customer issues to improve platform reliability, performance, and adoption

Required Skills & Qualifications :

- Strong experience in cloud support engineering or escalation management

- Hands-on knowledge of Big Data and Analytics platforms such as HDInsight, Hadoop, Spark, and related ecosystems

- Experience working with AKS (Azure Kubernetes Service) and containerized workloads

- Solid understanding of cloud-based incident management and support processes

- Strong troubleshooting skills across distributed systems and data platforms

- Experience collaborating with product engineering and customer support teams

Preferred Qualifications :

- Experience with Microsoft Fabric or other Azure Data & Analytics services

- Familiarity with GitHub-based documentation workflows

- Exposure to site reliability, supportability engineering, or customer success roles