What are the responsibilities and job description for the Escalation Engineer position at Barracuda Networks Inc.?
Req ID: 25-514
Come join our passionate team! Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use.
We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an Equal Opportunity Employer, committed to equal employment opportunity and equitable compensation regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.
Envision yourself at Barracuda:
The Escalation Engineer for Barracuda Backup serves as the liaison between the technical support escalations team and the Backup engineering team. The right candidate will be an excellent and inventive technical problem-solver, strong and proactive communicator, eager learner, and all-around team player with a firm customer focus. Primary areas of responsibility include daily triage, interfacing with customers, and tool development and training to further enable technical support’s abilities.
Tech Stack:
- Strong Linux background and experience with command-line utilities
- Experience with SQL as well as MySQL or Postgres
- Experience with interpreted/scripting languages is a plus (PHP preferred, Bash/JavaScript are nice to have)
What you’ll be working on:
- Work with engineering, support, and the customer to resolve challenging technical issues for customers
- Review all new customer escalations for priority and trends; determine whether issue could be handled with workaround, training, bug fix, or new/enhanced tooling
- Work with PM/TDM and Engineering/QA managers to prioritize development work to reduce or eliminate escalated issues
- Create troubleshooting guides, documentation, and training sessions to aid support in managing customer issues without escalating to engineering
- Create, improve, and update support tools to enable the support team to resolve customer issues independently
- Represent engineering as required during customer calls and create documentation for customer-facing messages
- On-call for critical customer issues during disaster recovery situations
What you bring to the role:
- Strong technical problem-solving skills and general troubleshooting skills, perseverance, and creativity
- Adeptness with varied set of challenges every day, and a drive to reduce repetitive problems with bug fixes, tooling, or training
- Appetite for continuous learning, growth and improvement for yourself and team processes
- Excellent verbal and written communication skills and a positive, can-do attitude
What you’ll get from us:
A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda.
- Equity, in the form of non-qualifying options
- High-quality health benefits
- Retirement Plan with employer match
- Career-growth opportunities
- Flexible Time Off and Paid Time Off benefits
- Volunteer opportunities
#LI-Hybrid
