Escalation Engineer

Job Summary

Supporting a growing team, the full-time remote Escalation Engineer will manage technology deployments, provide technical product support, and handle customer escalations while collaborating with various stakeholders.

Key responsibilities

• Log and update support cases, informing customers of status and providing solutions in a timely manner
• Analyze customer systems and configurations to recommend solutions for problems and defects
• Provide technical support to field engineers and technicians for complex product issues, while mentoring team members

Required qualifications

• Experience as a Technical Support Engineer with case management and call resolution management
• Expertise in Windows and Linux Operating Systems; knowledge of AIX and Solaris is a plus
• Familiarity with public cloud infrastructure and services
• Strong organizational and systems analysis skills
• Fluency in English, Spanish, and/or Portuguese is required