For our client, we are seeking a Sr. Escalation Engineer to join the team of a leader in the Enterprise Technology space.
This role will focus on resolving complex technical issues, supporting customer deployments, and ensuring timely, accurate communication throughout the support process. You will partner closely with customers, field engineers, and internal technical teams to troubleshoot system behavior, diagnose defects, and drive effective resolution. The position also plays an important role in strengthening support documentation and improving the knowledge base for future issue resolution.
Location: Remote - US based candidates only, no visa sponsorship available
Compensation: $110,000 – $130,000 annually
Responsibilities
Maintain technology deployments for industry-leading customers
Log and update support cases, keeping customers informed
Analyze customer systems to recommend solutions for defects
Collaborate with external customers and internal teams for effective problem resolution
Set accurate customer expectations regarding support timelines
Provide technical support for complex product issues to field engineers
Update technical documentation and contribute to the knowledge base
Qualifications
5+ years as a Technical Support Engineer in case management and call resolution
Proficient in Windows and Linux OS; AIX and Solaris knowledge is a plus
Experience with public cloud infrastructure and services
Strong problem-solving and systems analysis skills
Excellent written and verbal communication abilities
Detail-oriented with a client-centric approach
Enthusiastic self-starter committed to learning and team collaboration
Benefits
Remote work flexibility across the US
Opportunity to work with leading technology in the security sector
Engagement with a diverse range of customers and technical challenges
Mentorship and cross-training opportunities within the team
Access to continuous learning and development resources
Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.