Sr. Escalation Engineer

Role overview Serve as the senior escalation point for complex technical issues that frontline support teams cannot resolve. This customer-facing role combines advanced troubleshooting, product defect investigation, and close coordination with support, engineering, and product teams to restore service, improve product quality, and increase supportability. The work centers on high-impact production problems and the creation of practical fixes, workarounds, and longer-term improvements.

Responsibilities - Own and resolve high-priority technical escalations involving difficult production issues reported by customers and partners. - Reproduce and confirm suspected product defects, document findings, and communicate confirmed issues to development teams. - Work directly with customers, partners, and support engineers through phone and remote troubleshooting sessions. - Collaborate with engineering and product development teams to create code fixes, operational workarounds, and durable solutions. - Track escalated cases, maintain clear status communication, and provide at least weekly updates to support and development stakeholders. - Review escalated cases and defect backlogs, help prioritize work, improve product supportability, and strengthen the troubleshooting knowledge of Level 2 and Level 3 support staff.

Requirements - A computer science degree, or at least five years of call-center technical support experience working with enterprise products. - In-depth knowledge of at least one operating system environment, with familiarity across both Windows and Linux. - Understanding of networking concepts and hands-on ability to use network troubleshooting tools. - Ability to read and interpret source code and author scripts to investigate or automate diagnostic work. - Strong analytical, problem-solving, and root-cause diagnosis skills, including methodical resolution of complex production problems. - Excellent written and verbal communication, active listening, customer-service skills, and the ability to collaborate with people across different levels of technical expertise.

Nice to have - Experience supporting security-focused enterprise products or working in a security-related technical environment.

Benefits and work setup - The role offers a competitive salary and benefits package, personal and professional development opportunities, and workplace flexibility; the available listing does not specify the flexibility model, work location, or employment arrangement.