Aptly Technology - Escalation Engineer - Cloud SupportAptly • Hyderabad / Secunderabad, Telangana, India
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Aptly Technology - Escalation Engineer - Cloud Support
Aptly • Hyderabad / Secunderabad, Telangana, India
30+ days ago
Job description
Description skills : HDFS, HDInsight, Spark, Hive.
Key Responsibilities
Skills Required
hdfs , Hive, Spark, HDInsight
Key Responsibilities
- Engage continuously with CSS Product Support Engineering teams to triage and resolve high-severity customer incidents
- Provide technical direction and solutions to meet First Day Resolution (FDR) targets
- Escalate unresolved issues to the Product Engineering Group and ensure timely delivery of customer-ready solutions
- Track and improve key support metrics including Time to Resolve and Time to Escalate
- Follow up on escalations to ensure high customer satisfaction (CSAT) for supported products
- Analyze trends from incoming CRIs to identify systemic issues and opportunities for improvement
- Enhance internal support tools and troubleshooting processes
- Create and maintain Troubleshooting Guides and Knowledge Base articles for reuse by CSS engineers
- Contribute to customer-facing documentation on Microsoft Learn using GitHub
- Provide ongoing feedback to Product Engineering teams on recurring customer issues to improve platform reliability, performance, and adoption
- Strong experience in cloud support engineering or escalation management
- Hands-on knowledge of Big Data and Analytics platforms such as HDInsight, Hadoop, Spark, and related ecosystems
- Experience working with AKS (Azure Kubernetes Service) and containerized workloads
- Solid understanding of cloud-based incident management and support processes
- Strong troubleshooting skills across distributed systems and data platforms
- Experience collaborating with product engineering and customer support teams
- Experience with Microsoft Fabric or other Azure Data & Analytics services
- Familiarity with GitHub-based documentation workflows
- Exposure to site reliability, supportability engineering, or customer success roles
Skills Required
hdfs , Hive, Spark, HDInsight
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Aptly Technology - Escalation Engineer - Cloud Support • Hyderabad / Secunderabad, Telangana, India
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