Escalation Engineer

San Jose, CA
Posted 1 year ago

Job summary

Pavilion Data is growing rapidly and looking for an Escalation Engineer for Bay Area/Silicon Valley to join us. In this role, you will serve as the Subject Matter Expert for all Pre- and Post-Sales Engineering activities such as Technical Support, Root Cause Analysis, Onsite support.  In addition to that, you will be a crucial part of our team by helping to broaden our reach and keeping our customers satisfied as they deploy the highest-performance storage solution in the market today.


Primary job responsibilities

  • Handle Support Escalation issues in a 24×7 Environment (product, application, performance)
  • Perform product installation and professional services to deliver our solutions according to customer requirements and business objectives
  • Replicate customer issues and assist engineering to produce conclusive Failure and Root Cause Analysis for bugs/issues found
  • Work closely with Engineering teams to identify and implement product fixes and patches
  • Keep management, Sales and Account teams informed of high severity issues and escalations
  • Act as “trusted technical adviser” to customers while developing critical relationships with key stakeholders in the process
  • Communication and positioning of competitive positioning, strategic technical advantages, and value proposition of Pavilion’s storage systems into the customer base
  • Assist with “Proof of Concept” process in the West Coast through the customer testing cycle ultimately leading to system purchase
  • Assist with development of Training Material and Best Practice Guides



  • 7+ years of demonstrated success in a customer facing pre and post-sales Engineering roles such as Escalation Engineer, Field Engineer, Systems Engineer or Support Engineer
  • Strong Knowledge of storage technologies (NAS, SAN, DAS) and deployment models
  • Strong Networking knowledge and experience. CCNA Certification a plus
  • Experience working with customers and technology partners
  • Hands on experience with Linux (package management, installation, troubleshooting)
  • Experience implementing Enterprise Hardware or Software, Cloud Platforms, IaaS, PaaS, or Virtual Infrastructure software
  • Comfortable presenting technical material to the customers in-person and on the phone
  • Strong written and verbal communication skills
  • Self-motivated and a self-starter, comfortable working remotely and autonomously
  • Ability to travel with the needs of the role
  • Bachelor’s Degree in Computer Science, Engineering, Mathematics, related field, or equivalent experience

Job Features

Job CategoryEngineering

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