Technical Escalation Engineer - Remote

Overview

The Technical Escalation Engineer is a pivotal role within the Support organization, responsible for driving complex technical investigations and ensuring effective collaboration with Engineering during high-severity customer issues.

In Short

• Own and lead high-severity customer issues end-to-end.
• Serve as the senior technical authority on escalation calls.
• Review and approve all escalations to Engineering.
• Validate logs and troubleshooting work before escalation.
• Act as the primary interface between Support and Engineering.
• Participate in post-incident reviews.
• Guide and mentor Technical Support Engineers.
• Influence documentation quality.
• Act as the named escalation authority for enterprise customers.
• Set and uphold technical standards for escalation quality.

Requirements

• 5+ years in Technical Support or similar roles.
• Deep troubleshooting expertise across networking and cloud environments.
• Experience handling high-severity incidents.
• Strong ability to analyze logs and complex system behavior.
• Experience working with Engineering teams.
• Excellent communication skills.
• Calm and organized approach under pressure.
• Nice to have: experience with zero trust solutions.

Benefits

• Opportunity to make a significant impact on operations.
• Collaborative work environment with growth opportunities.
• Competitive compensation and benefits package.
• 100% remote work.