{"id":688024,"url":"https://alion.io/job/alkira-escalation-engineer","title":"Escalation Engineer","company":{"id":1995,"name":"Alkira","domain":"alkira.com","url":"https://alion.io/company/alkira","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":150000,"max":200000,"currency":"USD","period":"year","gross":null,"usd_annual":200000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"GCP","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"TCP/IP","optional":false},{"name":"Tcpdump","optional":false},{"name":"Terraform","optional":false},{"name":"Wireshark","optional":false}],"status":"live","first_seen_at":"2026-07-10T00:00:00Z","employer_posted_date":"2026-07-10","last_verified_at":"2026-10-06T22:34:53Z","board_verified":true,"closed_at":null,"days_open":89,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":89},"description":"Alkira is a fast-growing cloud networking company that is transforming the way enterprise networks are deployed and managed. As we continue to reinvent networking for the multi-cloud era and as our customers continue to grow with us, we are expanding our Escalations team in the US.\nWe're looking for an Escalation Engineerto work on technical issues experienced by our highest-value customers. This is a full-time position with great benefits in a company that rewards innovation, respects diversity and encourages teamwork. You will be part of a team that is excited to support technical issues experienced by our highest-value customers that cannot be resolved through the normal Support process. This role will work closely with customers and internal teams to resolve any day-2 related activities.\nLocation: We are only considering US and Canada candidates at this time \nResponsibilities:\nOwn root cause analysis for critical customer problems - be the point of contact that works with the Engineering and Customer Success team.\nProvide support to troubleshoot and resolve technical issues that have been escalated from customer success team\nIdentify bugs, test, reproduce, report and work with the Engineers to assist with a fix and test/verify fix versions\nProvide ideas and assist with creation of documentation and training material for external and internal Support Center content\nMaintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers\nLearn in-depth the latest features and offering from Alkira\nWork with the internal QA team to cover any gaps in testing and automation.\nWork with development teams to provide feedback and guidance for new features/improvements.\nProvide escalation support during off hours - on call will be required\nRequirements:\nMinimum 3+ years of experience in technical support, design or implementation\nStrong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP\nPrior experience with AWS/Azure/GCP Cloud networking a plus\nKnowledge of Python, Terraform or other scripting a plus\nConceptual knowledge of cloud native architecture with basic understanding of Kubernetes, REST APIs, various Databases.\nAdvanced experience with Linux - checking kernel logs and configuring networking components.\nExperience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3.\nMust have the ability to learn new features and technologies as the industry evolves.\nStrong leadership ability in managing complex engagements - a strong analytical mind and the ability to triage and think out of the box.\nExcellent communication (both oral, written, and interpersonal) and customer service skills are a must.\nStrong passion for providing exceptional support to our customers\nPrior experience in large-scale network designing/deployment is a plus\nAbility to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members.\nProactively create and publish knowledge articles and internal troubleshooting guides.Bachelor's Degree in Computer Engineering, Management Information Systems or equivalent degree/experience.\n\nAbility to provide escalation support during off hours - on call rotation will be required. Ability to work during Pacific or Mountain Time hours.\nABOUT ALKIRA\nAlkira, a Lumen company, is building the future of enterprise networking: one programmable platform to connect, secure, and operate every cloud, site, partner, data center, and AI workload.\nFounded by Amir and Atif Khan, the creators of Viptela and pioneers of the SD-WAN market, Alkira was built to radically simplify how enterprises deploy and manage network infrastructure. Today, as part of Lumen, we are bringing that cloud-native operating model to a global network foundation trusted by the world’s largest enterprises.\nOur platform helps customers move faster without managing hardware, stitching together providers, or operating fragmented cloud networks. Teams can build and scale connectivity on demand, apply consistent security and segmentation, and gain visibility across distributed environments from one place.\nAt Alkira, you’ll help shape the next chapter of networking: cloud-like consumption, private-network performance, and total control across the enterprise. We move fast, solve hard problems, and build technology that changes how global businesses connect.\nJoin us and help build the future of networking.\nCOMPENSATION AND INTERVIEW PROCESS\nThe salary range for this position is $150,000 -$200,000 USD. Your actual base salary and level will be determined on a case by case basis and may vary based on the following considerations: job-related knowledge, skills, experience, education and location. The interview process will include screening with the hiring manager and technical interviews.\nLife at Alkira, a Lumen Connect Solution\nLife at Alkira is human and connected, even in a fast moving, AI-focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.\nOur Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win. To learn more about Life at Alkira, a Lumen Connect Solution\nand how we live into the Lumen 8, please visit:\nhttps://jobs.lumen.com/global/en/life-at-lumen\nBackground Screening\nIf you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.\nPursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.\nEqual Employment Opportunities\nWe are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.\nPrivacy Notice\nAlkira, a Lumen Connect Solutionis committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.\nTo review Alkira'sGlobal Employment Applicant and Talent Community Privacy Notice, please visit:\nhttps://jobs.lumen.com/global/en/privacy-notice\nDisclaimer\nThe job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.\nIn any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.\nPlease be advised that Alkira, a Lumen Connect Solutiondoes not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Alkira, a Lumen Connect Solution, they are not for employment with us but may relate to another company with a similar name.","description_format":"text","description_chars":8381,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Network Security","Enterprise Networks","Cloud Cost & Multi-Cloud Management"],"lifecycle":[{"event":"open","at":"2026-09-11T00:36:31Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 6 · green card filings: 7","filings_12m":6,"filings_prev_12m":10,"green_card_filings_12m":7,"median_offered_wage_usd":175577,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":14,"band":"cold","label":"Long shot","p_open":1,"p_active":0.513,"p_room":0.28,"age_days":88,"expected_fill_days":34,"reasons":["conf:1","velocity","win:tail","crowd:"],"computed_at":"2026-10-06T05:45:30Z"},"pay":{"stated_usd_annual":200000,"is_top_pay":true},"html_url":"https://alion.io/job/alkira-escalation-engineer","json_url":"https://alion.io/job/alkira-escalation-engineer.json","meta":{"generated_at":"2026-10-07T00:41:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1239,"day_limit":5000,"remaining_today":3761,"minute_limit":60,"resets_at":"2026-10-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1995},"rest":"https://alion.io/mcp/rest/get_company?id=1995"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Falkira-escalation-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Falkira-escalation-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Falkira-escalation-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/alkira-escalation-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falkira-escalation-engineer"}]}