This role requires deep technical analysis, hands-on debugging, and cross-functional collaboration to determine whether an issue stems from a code defect, configuration problem, or environmental factor - and to drive it to resolution.

Engineering Escalations team serves as a vital link between engineering, operations, and customers, enabling product teams to focus, while ensuring customer-impacting issues are resolved swiftly and effectively.

We are looking for a highly motivated technical problem-solver with expertise in troubleshooting, root cause analysis, and debugging complex distributed systems for our team.

What will success look like in this position ?

Success means being the go-to technical expert who can quickly diagnose and resolve complex, high-impact issues across our distributed systems.

You will confidently own escalations from triage to resolution, ensuring customers are back online fast while preventing repeat incidents.

Your deep technical insight and cross-team collaboration will strengthen product reliability and reduce operational noise.

Over time, youll contribute tools, automation, and best practices that make the entire organization faster and more effective at solving critical problems.

Ultimately, your work will directly improve customer trust, system stability, and our ability to deliver with confidence.

Responsibilities :

- Act as the technical escalation point for critical customer issues.

- Perform in-depth debugging of application, infrastructure, and configuration issues.

- Propose configuration changes, code fixes, or workarounds to restore service.

- Design and build internal tools, set up complex reproduction environments, and create

automation scripts to replicate and diagnose intricate issues.

- Collaborate with development, SRE, and product teams to prevent recurring issues.

- Engage in live troubleshooting sessions with customers, operations, and support teams.

- Own the end-to-end lifecycle of escalations from triage to closure.

- Maintain a deep knowledge of product architecture, APIs, and deployment processes.

Required Skills & Qualifications :

- 4+ years of experience in IT Operations, Technical Support, Escalation Engineering, or

Software Development.

- Strong knowledge of networking: TCP/IP, DNS, DHCP, HTTP/S, Proxies, SSL/TLS, API traffic

analysis.

- Advanced troubleshooting skills with Linux (RHEL/Ubuntu).

- Experience with containerization & orchestration (Docker, Kubernetes, Helm).

- Scripting/automation skills in Javascript, Python, Bash, or PowerShell along with IaC tools like

terraform, SaltStack or Ansible.

- Experience with packet capture & analysis (tcpdump, Wireshark).

- Aptitude towards problem solving.

- Exceptional ability to communicate complex technical issues to both technical and non-

technical audiences.

- Ability and willingness to pick up new languages and platforms like .NET Core/C# etc.

- Strong fundamentals in troubleshooting distributed systems and microservices.

- Experience with tools like GDB, WinDBG would be added advantage.

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HR at Catchpoint Systems Private Limited

Last Active: 26 Sep 2025

Job Views:
53

Applications: 21

Recruiter Actions: 0

Posted in

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Functional Area

Technical / Production Support

Job Code

1552193

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