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Escalation Engineer
Not specifiedFull-timeSystems Software DevelopmentCybersecurityEnterprise Software
A cloud security company is seeking an Escalation Engineer to own complex technical escalations, troubleshoot customer issues, and serve as a bridge between Customer Success and Engineering.
Responsibilities
- Troubleshoot, debug, analyze logs, profile code, and develop temporary or permanent solutions.
- Partner with Engineering to propose fixes and workarounds for critical customer issues.
- Build automation that improves individual and team productivity.
- Understand customer use cases and coordinate with Customer Success Engineers and Solution Architects.
- Own escalations through resolution and follow-up.
- Collaborate across teams to solve complex technical problems.
- Interface with customers when needed.
Requirements
- At least 5 years of experience in a similar role, such as Escalation Engineer, Professional Services Engineer, or Tier-4 Technical Support Engineer.
- Strong software and systems engineering experience with a track record of debugging and troubleshooting complex technical issues.
- Hands-on experience with networking protocols and network troubleshooting.
- Linux administration experience, including performance troubleshooting and network traffic analysis.
- Experience with cloud platforms such as AWS, GCP, or Azure.
- Deep familiarity with containers and orchestration frameworks such as Docker and Kubernetes, including advanced debugging.
- Automation and programming experience.
- Strong written and verbal English communication skills.
- Customer-focused and service-oriented approach with the ability to communicate clearly during customer interactions.
Nice to have
- Technical or architectural knowledge of security.
- Previous experience as an Automation Engineer or Software Engineer.