Senior Escalation Engineer
Job Summary
Leading complex customer investigations, the full-time Senior Escalation Engineer will provide 24-hour support coverage to restore services quickly, utilizing logs and network data while coordinating with Engineering and Product teams in a remote environment.
Key responsibilities
- Manage high-impact customer investigations through various communication channels to ensure swift service restoration
- Coordinate escalations with Engineering and Product teams, providing evidence and recommendations for timely issue resolution
- Create automation scripts and documentation to enhance resolution consistency and mentor engineers within the team
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 in technical support, network engineering, customer engineering, or site reliability
- 3+ years troubleshooting cloud services or enterprise applications using logs and monitoring data
- 2+ years leading investigations of customer technical issues and documenting findings
- Experience troubleshooting at least three of the following: DNS, HTTP/HTTPS, TCP/IP, routing, proxy servers, or single sign-on
Complete Job Description
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