Sr. Escalation Engineer

Engineering Bangalore , Koramangala

Job ID-  24-649   

Come Join Our Passionate Team!  At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers’ journey. More than 200,000 organizations worldwide trust Barracuda to protect them — in ways they may not even know they are at risk — so they can focus on taking their business to the next level.    
We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an employer that complies with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.    

Envision yourself at Barracuda    
The Barracuda Email Gateway Defense (EGD) team is hiring for the position of Senior Escalation Engineer. We are in search of a dedicated individual to join our cross-functional Agile team. In this role, you will play a pivotal role in addressing and resolving escalated issues efficiently. Working closely with Product and Development teams, you will contribute to implementing critical quality standards, ensuring our cloud security products meet and exceed customer expectations. Your expertise in escalation engineering will be key to delivering reliable and effective solutions to our customers.    
Tech Stack:   
  • Email technologies, DNS, LDAP/AD, MySQL, Git/GitHub, Log management, Linux CLI and shell scripting.
What you will be working on: 
  • Troubleshoot and reproduce customer issues, verify problems, and provide solutions.
  • Document issues and their solutions to enable others to solve similar problems in the future.
  • Assess and prioritize escalations based on severity, impact, and customer needs.
  • Design test scenarios and reproduce problems to identify scope and scale of bugs in application code.
  • Review application and service logs to investigate problems.
  • Communicate with engineering teams, product management, support teams, and customers.
  • Provide timely and accurate updates to customer support, product management, and engineering teams regarding status of escalated issues.
What you bring to the role: 
  • Minimum 5 years of experience in technical support, application development, or escalation engineering, preferably within the cybersecurity industry.
  • Knowledge of email security protocols, standards, and technologies including SMTP, DKIM, SPF, DMARC, TLS, and email scanning and filtering techniques.
  • Experience with authentication protocols and technologies such as LDAP, AD, OAuth2.
  • Understanding of cloud-based infrastructures and services, virtualization, and distributed computing architectures with experience working on platforms such as AWS or Kubernetes.
  • Familiarity with relational database systems and ability to understand SQL queries.
  • Ability to analyze and interpret log data to investigate and identify issues.
Strong asynchronous communication skills, both written and verbal, with the ability to convey technical concepts to both technical and non-technical audiences effectively. 
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, in addition to equity, in the form of non-qualifying options.