Lead Escalation Engineer (AI Networking)

Location: San Jose, California, United States; onsite role with a hybrid schedule expected from an HPE office.

Salary: USD 187,000–377,500 annual base salary in California; variable incentives may also be offered.

Company

hirify.global is a global edge-to-cloud company developing networking, data, and application solutions.

What you will do

• Own high-severity customer escalations from triage through recovery, root-cause identification, and permanent resolution.
• Lead technical investigations and incident war rooms across wireless, wired, cloud, and network services with TAC, Support, Development, QA, and Product Management.
• Analyze telemetry, logs, packet captures, crashes, and customer topologies; reproduce issues in the lab and isolate failures across software, hardware, cloud, and client environments.
• Drive customer-found defects through engineering and develop root-cause analyses and corrective-action plans focused on quality, reliability, serviceability, and observability.
• Build troubleshooting tools, automation, playbooks, and AI-assisted diagnostic workflows for triage, knowledge discovery, root-cause analysis, and resolution efficiency.
• Identify recurring escalation patterns, improve proactive quality and automated remediation, and mentor engineering teams.

Requirements

• 8+ years of professional experience in Escalation Engineering, Technical Support, Systems Engineering, SQA/Quality Engineering, or a related networking role.
• Strong troubleshooting and debugging experience with enterprise WLAN and networking systems, including complex problems involving multiple technologies and components.
• Strong understanding of Wi-Fi system-level testing, characterization, and troubleshooting.
• Ability to operate during high-pressure customer situations and critical production incidents, independently drive complex investigations, and collaborate across Support, Engineering, QA, and Product Management.
• Bachelor of Science in Computer Science, Computer Engineering, Electrical Engineering, or a related field with 8+ years of relevant experience, or an MS with 6+ years.
• Expertise in Layer 2/Layer 3 networking, TCP/IP, IPv4/IPv6, OSPF, enterprise authentication, Wi-Fi 6/6E, and familiarity with Wi-Fi 7.
• Hands-on experience with Wireshark/tcpdump, Linux, virtualization, AWS/Azure, and cloud-managed, SaaS, or distributed systems.
• Experience with Python, REST APIs, JSON, scripting, automation, telemetry, and observability for troubleshooting, data collection, and operational workflows.
• Working knowledge of Generative AI and AI-assisted engineering tools, including LLM-based troubleshooting, log analysis, knowledge retrieval, case summarization, RAG/agentic workflows, and tools such as ChatGPT, Claude, Gemini, or GitHub Copilot.

Nice to have

• Networking certifications such as CCNA, CCNP, or CWNP.

Culture & Benefits

• Health, financial, and emotional wellbeing benefits are available to US employees.
• Personal and professional development programs support career growth and knowledge development.
• Inclusive workplace that values varied backgrounds and individual uniqueness.
• Work flexibility is offered alongside the role's required onsite and hybrid office schedule.