Senior Escalation Engineer
Job Summary
Leading complex customer investigations, the full-time Senior Escalation Engineer will provide 24-hour support coverage, utilizing logs and network data to identify issues and coordinate escalations with Engineering and Product teams while mentoring engineers and improving support quality.
Key responsibilities
- Manage high-impact customer investigations through various communication channels to restore services quickly
- Coordinate escalations with Engineering and Product, providing evidence and recommended next steps for timely issue resolution
- Create automation scripts and documentation to enhance resolution consistency and reduce repeated work
Required qualifications
- Bachelor's degree with 12 years of experience in a technical field, or a Master's with 8 years, or a PhD with 5 years of related experience
- 5+ years of experience in technical support, network engineering, customer engineering, or site reliability
- 3+ years of experience troubleshooting cloud services or enterprise applications using logs and network data
- 2+ years of experience leading investigations of technical issues and documenting findings
- Experience troubleshooting DNS, HTTP/HTTPS, TCP/IP, routing, proxy servers, or authentication methods
Complete Job Description
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