Escalation Engineer

Location: Colombo, Sri Lanka
Published on: 1 January 2020
Job Type: Full Time

Sysco LABS is the innovation arm of Sysco Corporation (NYSE:SYY), the world’s largest foodservice company. Sysco is the global leader in marketing, selling and distributing food products as well as equipment and supplies to the hospitality industry. Sysco serves over 500,000 customer locations through its team of over 65,000 associates and operates 300 distribution facilities across the globe.

Sysco is re-imagining the global foodservice industry: our Sysco LABS engineering teams based out of Colombo, Sri Lanka, San Mateo, CA and Austin and Houston TX, will help to drive innovation across the entire supply chain – sourcing of food products, merchandising, storage and warehouse operations, order placement and pricing algorithms, delivery of food and supplies to Sysco’s global network – culminating in the in-restaurant dining experience for the end-customer. Operating with the agility and efficiency of a tech–startup and backed by the domain expertise of the industry leader, Sysco and the Sysco LABS team is poised to reimagine one of the biggest industries in the world.

We are currently on the lookout for an Escalation Engineer to join the Production Support team at Sysco LABS. You will aid the customer support team located in the U.S with technical queries, and proactively engage and coordinate with our internal stakeholders by helping them resolve technical issues, ensuring that a high quality of support is provided at all times.


The Role:

  • Troubleshooting technical issues.
  • Identifying, researching and resolving complex application, network, platform and cloud-based issues.
  • Ensuring that merchant systems are fully operational, and that any loss of service is restored in a timely manner by acting as a proxy between Operations and Engineering teams.
  • Performing root cause analysis on application and hardware related issues.
  • Providing temporary solutions in order to manage individual incidents.
  • Prioritizing permanent application fixes based on severity and operational impact.


The Profile:

  • A degree in Information Technology or equivalent.
  • 2+ years related experience.
  • Excellent command of written and spoken English.
  • Experience in Application Support will be a key advantage.
  • Knowledge and experience on the UNIX platform (Linux); network troubleshooting is a key advantage.
  • Knowledge of MySQL; the ability to write and execute queries and understand database principles will be a key advantage.
  • Knowledge in Shell scripting and JavaScript (NodeJS) will be an added advantage.
  • Previous experience handling escalations via Salesforce and JIRA will be an added advantage.
  • A dynamic personality with a good balance of technical abilities and communication skills who can handle pressure situations.
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Why Join?

Careers at Sysco Labs

At Sysco Labs, we value our entrepreneurial spirit and openness the most. Our culture is non-hierarchical, encourages open communication and the free flow of ideas, and foster learning as an ongoing process.

We are headquartered in Silicon Valley with much of our engineering being carried out by Sysco Labs in Colombo. Although both teams are roughly thirteen hours apart, we coordinate like clockwork to ensure deadlines are met and results delivered.

Teams based in Colombo regularly visit the Redwood City office, giving them an opportunity to experience the Silicon Valley culture first hand and meet the restaurants that use the products we build.