Technical Escalations Engineer

Taara•Sunnyvale, CA

6d•Onsite

About The Position

At Taara, we are looking for a skilled technical problem solver to join our team. Technical Escalations Engineer will be responsible for replicating complex field issues, performing deep-dive root cause analysis on wireless optical communication (WOC) products, and driving strong alignment and shared understanding among our customer support, network operations, product and engineering teams. You’ll also be a primary owner of our user acceptance testing work streams, helping to ensure that our hardware and software enhancements will work seamlessly in the array of network environments in which our customers deploy our products.

Requirements

Experience: At least 5 years of experience in technical solutions engineering, test engineering, or a similar role.
Networking Guru: Deep understanding of network protocols, topology, and hardware performance.
The "Hacker" Mindset: You enjoy breaking things just to figure out how to fix them. You are persistent in finding the "why" behind a bug.
Technical Writing: Ability to take a complex technical solution and document it into a clear, step-by-step guide for others.
Collaboration: Comfortable working in the trenches with Engineering while still being able to communicate effectively with customer-facing teams.
Ability to work in the Sunnyvale office at least 3 days per week.

Nice To Haves

Direct experience with free space optics and/or radio frequency hardware

Responsibilities

Issue Replication & RCA: Build lab environments to replicate customer-reported performance issues. Perform root cause analysis (RCA) on hardware and networking failures in close partnership with our Engineering lead (Travis).
Knowledge Engineering: Translate your findings into actionable intelligence. You’ll draft troubleshooting guides, Method of Procedures (MOPs), and internal resources to level up our frontline support teams.
Advanced Troubleshooting: Act as the Tier 3 escalation point for complex technical issues that require more than just a reboot.
Quality Assurance & UAT: Assist with User Acceptance Testing (UAT) by performing QA in diverse customer environments and various network configurations to ensure stability before full rollouts.
Cross-Functional Collaboration: Work directly with Product, Network Operations, and Engineering to influence product improvements and prioritization based on observed field data and recurring issues.