Job Description

Escalation Support Analyst (DevOps-Aware)

Role Overview
We're seeking a detail-oriented and tech-savvy professional to serve as the primary point of contact for managing escalation-related communications via email. This role bridges technical understanding with polished communication, ensuring timely responses, effective coordination, and transparent stakeholder updates.

Key Responsibilities

Handle all escalation-related email communication with professionalism and clarity
Draft clear and timely responses, coordinate with relevant teams, and follow up until resolution
Maintain detailed logs and SLA-based tracking of all support tickets
Collaborate with DevOps and engineering teams to gather technical input when needed
Proactively update stakeholders throughout the escalation lifecycle

Required Skills & Experience

Strong command of written English and email etiquette
Proven ability to manage issue escalation in a high-stakes environment
Hands-on experience or solid understanding of:
Python (for log review, automation, or tooling support)
Kubernetes (K8s) – familiarity with deployment workflows and containerized environments
Terraform – knowledge of infrastructure-as-code principles
Basic SLA management and reporting
Ability to work independently and in distributed teams across time zones

Bonus Points

Prior experience in a support engineering or technical project coordination role
Exposure to ticketing platforms like Zendesk, Jira, or Freshdesk
Familiarity with cloud platforms (AWS, Azure, GCP)

Job Category:Tech Intern Job Type:Full Time Part Time Job Location:Hybrid Remote

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