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TechMagic

Our client is an American startup that provides its users with a fun shopping experience. The application is live, used daily across 17+ locations in the US, and communicates directly with electric vehicles on the ground - in real time. The architecture is clean and modern - no legacy baggage to wrestle with. Interview Stages Call with recruiter Technical interview with recruiter and Senior Mobile developer

Senior Escalation Engineer

Location

Worldwide

Posted

7 days ago

Salary

0

Seniority

Senior

Job Description

Senior Escalation Engineer

TechMagic

Role Description We are looking for a Senior Escalation Engineer to join our client — the worldwide frontrunner in identity security. In this role, you will work with SIA R&D, Support, and enterprise customers to resolve complex technical issues through research, reproduction, and troubleshooting — applying code changes as needed. You'll learn new technologies, tackle challenging escalations, and drive key initiatives that ensure the long-term success of our client's customers. Qualifications - Minimum 5 years of experience in escalation support or a similar role within a software company - 2+ years of experience at SaaS or security enterprise companies - Hands-on knowledge of AI tools (Cursor, Gemini, Claude) - Strong Windows protocols knowledge: WinRM, Kerberos, GPOs, Active Directory, LDAP - Customer-first approach with proven experience handling complex, customer-facing escalations - Ability to comprehend the technical aspects of complex SaaS systems - Enterprise-level troubleshooting and support experience Requirements - Network troubleshooting experience, Wireshark/PCAP file analysis (Nice to have) - Background in security companies (Nice to have) Key Responsibilities - Help customers get maximum value from the product - Collaborate closely with R&D and Customer Support teams to address issues promptly and with high quality - Identify root causes, find common ground, and deliver solutions - Work directly with customers on reported issues when required - Provide quick-response code changes as needed - Establish and maintain effective working relationships with R&D, Support, and field engineers Project - Customer: The worldwide frontrunner in identity security. - Product: Secure Infrastructure Access (SIA) — enterprise-grade security solutions for managing identities across business applications, hybrid cloud environments, and the DevOps lifecycle. - Stage: Active development and enterprise-scale customer support. - Work schedule: Full-time, fully remote. This role includes on-call rotations. Interview Stages - HR interview with our recruiter - Technical Interview - Interview with Client Benefits - Projects with modern stack in the identity security domain - Work from anywhere (fully remotely or in our offices in Lviv and Kyiv) - Paid vacations and sick-leaves, additional days-off, relocation bonus - Wellness: Medical insurance / sport compensation / health check-up + flu vaccination at your choice - Education: regular tech-talks, educational courses, paid certifications, English classes - Fun: own football team, budget for team-lunches, branded gifts - One of the best IT employers in Lviv based on DOU rating Recruiter Yuliia Nochovna

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