Escalation Engineer

Job Summary

A company is looking for an Escalation Engineer to join their Customer Success Escalation team.

Key Responsibilities

• Serve as the primary point of contact for all customer escalations and support cases
• Provide regular status updates to customers and internal stakeholders, managing multiple high-priority cases
• Advocate for customers by translating their requirements into actionable feedback for internal teams

Required Qualifications

• 5+ years of experience in a hands-on technical role focused on post-sales support
• Strong understanding of network security, incident response, and threat hunting
• Experience with UNIX/Linux installation, configuration, and administration, as well as cloud and virtualization technologies
• Advanced networking knowledge, including TCP/IP fundamentals and common network protocols
• BS/BA or equivalent in a relevant field (CS, EE, MIS)