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Technical Escalation Engineer

EngineerEngineerFull TimeRemoteSeniorTeam 501-1,000Since 1985H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

71 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Technical Escalation Engineer

Assured Benefits Administrators

• Own and lead high-severity (Sev 1) customer issues end-to-end, driving structured investigations and clear root cause identification • Act as the senior technical authority on enterprise escalation calls, setting direction and next steps • Serve as the escalation gatekeeper by reviewing and approving all escalations to Engineering, ensuring completeness, clarity, and strong reproduction steps • Validate logs, packet captures, and troubleshooting work before escalation — no premature or vague tickets • Act as the primary technical interface between Support and Engineering, translating customer impact into actionable technical detail • Participate in post-incident reviews and ensure learnings are captured and shared • Guide and mentor Technical Support Engineers and Senior TSEs on complex issues, reinforcing structured troubleshooting and a reproduction-first mindset • Influence documentation quality and contribute to knowledge sharing across the team • Act as the named escalation authority for enterprise customers, providing clarity and confidence during high-pressure situations • Set and uphold technical standards for escalation quality across the Support organization

Job Requirements

  • 5+ years in Technical Support, Escalation Engineering, or similar roles in B2B SaaS or cybersecurity environments
  • Deep troubleshooting expertise across networking, systems, and cloud environments
  • Proven experience handling high-severity incidents and enterprise escalations
  • Strong ability to analyze logs, packet captures, and complex system behavior
  • Experience working cross-functionally with Engineering teams
  • Excellent communication skills with the ability to clearly convey complex technical concepts
  • Calm, methodical, and highly organized approach under pressure
  • Nice to have: experience with zero trust or network access solutions and a passion for improving support processes at scale

Benefits

  • Opportunity to make a significant impact on the operations of the company.
  • Collaborative and dynamic work environment with opportunities for professional growth and development.
  • Competitive compensation and benefits package.
  • 100% remote

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