Escalation Engineer

Product Care Bangalore, India

About Liferay 

Liferay, Inc. is a uniquely profitable B2B enterprise software company with 1,200+ fiery-eyed employees all across Europe, the Americas, the Middle East, Asia, and Africa. As a renowned provider of enterprise open source technologies, we have been recognized by Gartner for empowering businesses around the world to solve complex digital challenges.  Liferay Experience Cloud is an all-in-one solution that unites our Liferay DXP and cloud platform capabilities with built-in analytics and B2B commerce functionality, reducing the time to market and allowing for accelerated innovation - serving notable customers across the globe such as Airbus, US Bank, Honda, and Desjardins. 

But we don’t just make awesome software, we are also fueled by a greater-than-profit vision. By building a vibrant business, making technology useful, and investing in communities, we make it possible for people to reach their full potential to serve others. We give our employees five days off to volunteer at charities they’re excited about, and Liferay donates 10% of our profits to charities around the world. Oh, we’re also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run!

About You and this Role

You’re excited about the chance to build the Customer Support team. You thrive on connecting creative ideas with people who can bring those ideas to life. The fact that Liferay is bursting at the seams with growth doesn’t intimidate you, but thrills you. You love to apply more time, experience and technical expertise in identifying, investigating and resolving them for the sake of the customer and other departments, and enjoy seeing people grow alongside you.

Key Objectives

  • On a daily basis, work with Customer Support Engineers on tickets to identify, investigate, work around, and in some cases, resolve issues that require more experience or technical knowledge
  • On a monthly basis, review the escalation from past month, identify the training needs for next month, and delivery the training with 1 month.
  • Mentor Junior CSEs & Junior EEs
  • Collaborate with SMEs.

Required Qualifications

  • Ability to debug Liferay effectively
  • Ability to work with Sr.EE and SME to decide whether issue is bug
  • Ability to build and deliver regional trainings specific to regional needs

Preferred Qualifications

  • Build plugins from scratch as Proof of Concepts
  • Intermediate Linux knowledge
  • Intermediate Java knowledge - Skill Map L4
  • Web server / Proxy / Load Balancer setup and basic configuration
  • One scripting language at a basic level (Groovy, Bash, Python)
  • Thread Dump and Heap dump analysis (find common issues)


What We Offer

  • Salary package w/ competitive benefits according to qualifications and experience
  • Opportunities to take responsibility, grow professionally, and Stay Nerdy
  • A positive and collaborative work culture
  • Check out what employees say about us on Glassdoor 
  • Working at a leading open-source company

Equal Opportunities Employer - Statement

Liferay is committed to the equal treatment of all candidates, customers and employees and to fostering a culture of dignity at work. Our operating procedure provides for equal opportunities in recruitment and employment with the aim to eliminate discrimination against any job applicant or employee on the basis of race, age, sexual orientation, gender, religion or beliefs, marital or civil partnerships status, family or dependency status, disability, pregnancy and maternity or membership of a traveling community.