Senior Escalation Engineer
Job Summary
Proactively identifying and resolving complex customer issues, the full-time remote Senior Escalation Engineer will take ownership of challenging technical problems, advocate for customers, and contribute to product development while collaborating with engineering teams.
Key responsibilities
- Take ownership of challenging customer technical problems, performing deep-dive troubleshooting and analysis to drive them to resolution
- Proactively identify potential escalations and advocate for customers to influence product and engineering roadmaps
- Author and publish technical troubleshooting content for internal team enablement and external customer use
Required qualifications
- Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent experience
- 7+ years of hands-on technical experience in a senior customer-facing role such as Escalation Engineer or Senior Technical Support
- A minimum of 3+ years of in-depth experience with a major cloud platform
- Proven experience in reading, debugging, and writing code in at least one high-level programming language
- Proficiency with REST APIs or GraphQL and command-line tools in Linux environments
Complete Job Description
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