We're Hiring: Tier 2 Escalation Engineer

Are you the person Tier 1 support calls when things get technical?

We're looking for a Tier 2 Escalation Engineer to bridge the gap between Support and Engineering diagnosing complex networking issues, debugging authentication failures, and driving critical tickets to resolution.

What You'll Do

Own escalated tickets end-to-end — reproduce, root-cause, resolve

Troubleshoot Layer 2–4 networking: routing, NAT, firewalls, DNS, TCP/UDP

Analyze packet captures, logs, and crash dumps to solve complex issues Build and extend Python scripts around REST APIs for support automation

Support customers across Windows, macOS, Linux, Docker, Kubernetes, iOS & Android





Contribute to runbooks and mentor Tier 1 on tricky issues

What You Bring

Robust TCP/IP fundamentals with hands-on L2–L4 troubleshooting

Hands-on with Wireshark, tcpdump, ss, netstat

Linux administration & command-line diagnostics

REST API experience + Python scripting skills

Comfort working in a 24x7 follow-the-sun support model

Nice to Have

CCNP-level networking knowledge

Experience with SD-WAN, Palo Alto/Fortinet/Cisco ASA

OIDC/SAML SSO troubleshooting

Exposure to SIEM tools (Splunk, Sentinel, Elastic) or CI/CD pipelines

📌 Tier 2 Technical Support Specialist (Pune)
🏢 GlobalStep
📍 Pune