Senior Escalation Support Engineer

What makes us Qlik?   A Gartner® Magic Quadrant™ Leader for 16 years in a row , Qlik helps teams get more out of AI with trusted data products, a powerful analytics engine, and AI agents. This helps teams reduce risk and operating costs, while scaling AI responsibly.   Used by 75% of the Fortune 500, Qlik works with the systems organizations already use, maintaining flexibility without lock-in.   The Senior Escalation Support Engineer Role   At Qlik, our Escalation Support Engineers are technical problem-solvers who take ownership when customers face complex, business-critical challenges. As a Senior Escalation Support Engineer , you will lead high-impact escalations across the Qlik and Talend portfolio, provide trusted technical guidance to customers, and coordinate closely with Support, R&D, Engineering, Product Management, Customer Success and Account teams. Beyond resolving individual incidents, you will drive root-cause analysis, identify recurring issues, influence product improvements, mentor other engineers and help reduce customer risk. You will also contribute to Qlik Advanced Support through proactive technical guidance, remediation sessions, knowledge sharing and awareness of customers’ critical projects.   What makes this role interesting? ·      Lead technically complex, high-severity escalations for strategic and business-critical customers. ·      Become a recognized technical authority and subject matter expert across the Support organization. ·      Collaborate with global Support, R&D, Engineering, Product Management, Customer Success and Account teams. ·      Influence product reliability by identifying recurring issues, defects and improvement opportunities. ·      Coach and mentor engineers, share knowledge, and contribute to proactive Advanced Support engagement.   Here’s how you’ll be making an impact: ·      Own escalations end to end, establish investigation direction, coordinate resources and drive issues through resolution. ·      Perform deep troubleshooting across logs, traces, diagnostics, performance data, system behavior and integrated technologies; reproduce issues where possible and identify root cause and sustainable remediation. ·      Partner directly with customers during critical incidents, communicate findings and action plans clearly, set expectations and provide regular updates. ·      Work with R&D and Engineering by providing clear problem statements, reproduction steps, diagnostic evidence and business impact; validate fixes and communicate outcomes. ·      Identify customer environment and deployment risks; support proactive technical sessions, remediation, retrospectives and preventive recommendations. ·      Mentor Support Engineers and SMEs, lead knowledge-sharing and case reviews, and create reusable troubleshooting guides, technical articles and lessons learned. ·      Lead or contribute to major-incident RCA, corrective and preventive actions, and improvements to support processes and product supportability.   We’re looking for a teammate with: ·      Bachelor’s degree in computer science, Information Technology, Engineering or a related discipline, or equivalent practical experience. ·       5+ years in enterprise technical support, escalation engineering, system administration or a related technical field, including complex customer escalations and business-critical production issues. ·      Experience as a senior technical SME or equivalent technical leadership role, working with global customers and distributed teams. ·      Excellent troubleshooting, analytical, problem-solving and root-cause analysis skills across complex, multi-layered environments. ·      Strong database and SQL knowledge, including DDL, DML and TCL; experience with one or more RDBMS such as Oracle, SQL Server, DB2, Teradata, MySQL or PostgreSQL. ·       Strong Linux/Unix command-line troubleshooting; experience analyzing logs, traces, system metrics, network behavior and application diagnostics. ·      Experience with data integration, replication, Change Data Capture (CDC), performance troubleshooting or production-critical data platforms is highly desirable. ·      Experience with Qlik and/or Talend Data Integration products and complex product architectures is highly desirable. ·      Talend product knowledge across Talend Studio DI, Talend Big Data, Talend ESB, Talend Administration Center, Talend Data Preparation & Data Stewardship, Talend Remote Engine and Talend Master Data Management (MDM) is an advantage. ·      Ability to lead complex escalations independently, remain calm under pressure and influence technical decisions without direct authority. ·      Excellent customer-facing, written and verbal communication skills; able to explain complex technical concepts to technical and non-technical stakeholders. ·      Strong collaboration and stakeholder-management skills, with a passion for coaching engineers and sharing technical knowledge.   The location for this role is:   Bangalore, India. (This is an India-based opportunity supporting Qlik’s APAC customer base and global Support organization. Customer engagement and working hours may vary based on business requirements, including collaboration across time zones and participation in critical production incidents) LI-APAC   Apply now and help change how the world transforms complex data landscapes into actionable insights and turns complex data challenges into new opportunities!   More about Qlik and who we are:   Find out more about ‘Life at Qlik’ on social: Instagram (https://www.instagram.com/lifeatqlik/), LinkedIn (https://www.linkedin.com/company/qlik/life/lifeatqlik/), YouTube, (https://www.youtube.com/@LifeAtQlik) and X/Twitter (https://twitter.com/qlik) , and to see all other opportunities to join us and our values, check out our Careers Page (https://www.qlik.com/us/company/careers).   What else do we offer?   ·      Genuine career progression pathways and mentoring programs. ·      Culture of innovation, technology, collaboration, and openness. ·      Flexible, diverse, and international work environment.   Giving back is a huge part of our culture. Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in our Corporate Responsibility Employee Programs (https://www.qlik.com/us/company/corporate-responsibility)   If you need assistance applying for a role due to a disability, please submit your request via email to [email protected] (mailto:[email protected]) . Any information you provide will be treated according to Qlik’s Recruitment Privacy Notice (https://res.cloudinary.com/talend/image/upload/v1711824872/qlik/docs/Legal/Policies/qlik-recruitment-privacy-notice_z5gswn.pdf) . Qlik may only respond to emails related to accommodation requests.   Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.