Escalation Engineer

Be part of a global leader in Exposure Management, helping thousands of organizations manage cyber risk. We prioritize innovation and a collaborative culture. Our Cloud Security division, strengthened by a recent acquisition, is seeking its first dedicated Technical Customer Escalation Engineer.

You'll be the first dedicated technical expert for our Cloud Security team, directly resolving advanced customer issues and building a scalable customer-facing engineering function.

What You'll Do:

• Escalation Ownership: Take full ownership of technical escalations, ensuring timely resolution and communication.
• Customer Engagement: Directly troubleshoot and resolve customer issues related to our Cloud Security products, ensuring exceptional satisfaction and retention.
• Troubleshooting & Debugging: Analyze logs, debug issues, and provide bug fixes as needed.
• Technical Problem Solving: Understand customer use cases and act as a liaison between core engineering and support.
• Bug Tracking & Monitoring: Maintain and track open bugs, ensuring clear status visibility and prioritization.
• Collaboration: Partner with product, engineering, and support teams to identify root causes and drive product improvements.
• Proactive Insights: Analyze customer issue patterns to recommend preventative measures.
• Process Development: Establish and refine processes for managing technical escalations.
• Knowledge Sharing: Develop and maintain technical documentation and knowledge base articles.
• Leadership on the Ground: Represent the customer-facing engineering team in cross-functional meetings.

What You'll Need:

• 5+ years in a customer-facing technical role (technical support, solutions engineering, software development).
• Strong background in cloud security, SaaS platforms, and multi-cloud environments (AWS, Azure, GCP).
• Proficiency in debugging and troubleshooting complex software and cloud issues.
• Hands-on experience with scripting/programming (Python, PowerShell, Bash).
• Familiarity with monitoring tools and log querying.
• Proven ability to resolve critical technical issues in a fast-paced environment.
• Strong analytical and diagnostic skills.
• Excellent communication and interpersonal skills.
• Self-motivated and capable of working autonomously.
• Ability to work effectively with technical and non-technical teams.
• Knowledge of Exposure Management products - Advantage.
• Experience with cybersecurity tools and frameworks - Advantage.
• Relevant certifications (AWS Certified Solutions Architect, CISSP, CCSP) - Advantage.