Position Details

Type Not Specified

Experience mid

Exp. Years 5+ years

Education Not specified

Category Cybersecurity

About this role

Portnox is seeking a Technical Escalation Engineer to handle complex, high-severity technical investigations, serve as the technical authority during escalations, and collaborate with engineering teams to resolve critical customer issues.

Key Responsibilities

Own high-severity investigations
Act as technical authority
Review escalations to engineering
Validate logs and troubleshooting
Participate in post-incident reviews

Technical Overview

Role involves deep troubleshooting across networking, systems, and cloud environments, analyzing logs and packet captures, and managing enterprise-level incidents in a SaaS/cybersecurity context.

Ideal Candidate

The ideal candidate is a senior technical support professional with over 5 years of experience in cybersecurity or SaaS environments, skilled in troubleshooting complex issues, analyzing logs, and handling enterprise escalations.

Must-Have Skills

5+ years in technical support or escalation engineeringDeep troubleshooting expertiseExperience handling high-severity incidentsKnowledge of networkingsystemscloud

Nice-to-Have Skills

Experience with SaaS environmentsEnterprise escalation experienceSupport documentation

Tools & Platforms

Log analysis toolsPacket capture toolsTroubleshooting software

Required Skills

Troubleshootingnetworkingsystemscloud environmentslog analysispacket capturesroot cause analysisincident management

Hard Skills

TroubleshootingNetworkingSystemsCloud environmentsLog analysisPacket capturesRoot cause analysisIncident management

Soft Skills

Analytical rigorCommunicationCollaborationProblem-solvingMentoring

Industry & Role

Industry Cybersecurity

Job Function Technical escalation support and investigation in cybersecurity and SaaS environments

Role Subtype Support & Helpdesk

Tech Domains Cybersecurity, Networking / TCP-IP, Systems

Keywords for Your Resume

technical escalation engineercybersecurity supporthigh severity incidentslog analysispacket capturesroot cause analysisenterprise escalationssupport engineeringsupport documentationsupport troubleshootingcloud environmentsnetwork troubleshootingsystems troubleshootingincident managementsupport escalation

Deal Breakers

Less than 5 years experience, Lack of deep troubleshooting skills, No experience with enterprise escalations

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