Senior Escalation Engineer
Job Summary
Proactively identifying and resolving complex customer issues, the remote Senior Escalation Engineer will take ownership of challenging technical problems, advocate for customers, and contribute to product development while authoring technical content and leading internal tooling initiatives.
Key responsibilities
- Take ownership of challenging customer technical problems, performing deep-dive troubleshooting and analysis to drive resolution
- Proactively identify potential escalations and advocate for customers to influence product and engineering roadmaps
- Author and publish technical troubleshooting content for internal and external 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
- 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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