Lead Escalation Engineer

Job Summary

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

Key Responsibilities

• Serve as the primary point of contact for customer escalations and support cases
• Provide regular status updates to customers and internal stakeholders in accordance with SLAs
• Advocate for customers by coordinating with multiple teams to enhance customer satisfaction

Required Qualifications

• 8+ years of experience in a technical post-sales support role
• Strong understanding of network security, incident response, and threat hunting
• Proven experience with UNIX/Linux, Windows systems, cloud services, and virtualization
• Extensive networking experience
• BS/BA or equivalent in a relevant field (CS, EE, MIS)