Escalation Engineer Job in Uipath
Escalation Engineer
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
Reactive Responsibilities Manage and resolve escalated issues logged by internal stakeholders Troubleshoots product and configuration-related problems, tracing and identifying possible faults Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs Manage crisis situations that may involve technically challenging issues and diverse audiences Liaison with other internal teams for triage and resolution of critical issues. Proactive Responsibilities Performs routine RCAs to identify patterns and approaches towards self-service/automation/improvement of support processes and upskilling Maps feature into comprehensive documentation to train support engineers or perform knowledge transfers. Provides tooling insights and test cases for PM/Dev. Creates/Shares knowledge and acts as a Reviewer for Documentation created as part of the Support Process. Delivers training material to Academy / Internal stakeholders designed to upskill/train support engineers on various topics. Maintain strong working knowledge of released products, take ownership of product improvement, and participate in pre-release activities and BETA programs. Defect triage. Creates Jira tickets and maintains steady communication with Development regarding deadlines. Joins sprint meetings with Dev to deliver insight regarding high-impact / critical customer-facing issues that need to be on Development's agenda. Participates in periodical backlog reduction initiatives: retests and re-validates customer-specific / customer-facing issues in LTS builds to reduce the backlog. What you'll bring to the team 3+ Years in Escalation Engineer role with at least 1 Year as a Junior C# programmer. Experience in developing/troubleshooting applications in ASP .NET Framework is a plus. Basic OOP / Programming experience. Ability to write/debug code in any of the following programming languages: C #, VB, JavaScript etc. Advanced Knowledge of Windows Architecture and Debugging/ Sysinternals (Perfmon, Procmon, WinDbg, DebugView) OR Advanced Linux/Kubernetes/Docker Knowledge of Infrastructure and AppDeployment. The ability to interpret Memory Dumps \ dotnet profiler traces against source code is a plus. Tools: Traffic analyzers (Fiddler, Wireshark).
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