Position Details

Type Full-Time

Experience mid

Exp. Years Not specified

Education Not specified

Category Cybersecurity

About this role

Escalation Engineer responsible for supporting escalations from Customer Success and internal engineering, troubleshooting issues, profiling code, and developing temporary or permanent fixes.

Key Responsibilities

Troubleshoot and debug escalations
Propose fixes
Build automation
Collaborate with CS and Solutions Architects
Take ownership and follow-up

Technical Overview

Focus on debugging, log analysis, and automation to streamline resolution of critical issues; requires strong cross-functional communication.

Ideal Candidate

The ideal candidate is a technically proficient escalation engineer with strong troubleshooting and debugging skills, capable of working cross-functionally with customer success and engineering teams to resolve critical issues and implement permanent or temporary fixes.

Must-Have Skills

Experience supporting escalations from Customer Success and internal engineering teamsTroubleshooting and debugging skillsAbility to propose fixes or temporary workarounds for critical issuesHands-on debugging and profilingAbility to work with customers

Required Skills

TroubleshootingDebuggingProfiling codeAutomationCross-functional collaborationCustomer success engineeringSolution design

Hard Skills

TroubleshootingDebuggingProfiling codeAutomationCross-functional collaborationCustomer success engineeringSolution design

Soft Skills

Strong communicationTeam collaborationOwnershipProblem-solving

Industry & Role

Industry Cybersecurity

Job Function Provide escalation support and technical leadership to rapidly resolve critical customer issues.

Role Subtype Escalation Engineer

Keywords for Your Resume

escalation engineertroubleshootingdebuggingprofiling codeautomationcustomer successsolution designcross-functional collaborationengineeringproduction supportlog analysisincident managementescalationscustomer interfacingremoteusaEscalation EngineerTroubleshootingDebuggingProfiling codeAutomationCustomer SuccessCross-functional collaborationSolution designRemoteUSA

Deal Breakers

Lack of escalation/availability experience, Inadequate communication with customers or cross-functional teams

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Escalation Engineer- US

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