Senior Software Escalation Engineer - Cloud Security

Ask a member of our team and theyll answer, Our people! We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When youre part of our team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!
Cloud Security was born out of the acquisition of Ermetic, an innovative cloud-native application protection platform (CNAPP) company, and a leading provider of cloud infrastructure entitlement management (CIEM). The acquisition combines two cybersecurity innovators and marks an important milestone in mission to shift organizations to proactive security. The combination of and Ermetic offerings will add capabilities to deliver market-leading contextual risk visibility, prioritization and remediation across infrastructure and identities, both on-premises and in the cloud.
Your Role:
This is a unique opportunity to be the first technical expert in our Cloud Security team, interfacing directly with customers to diagnose and resolve advanced technical issues. Youll serve as a trusted advisor, leveraging your deep technical expertise to enhance the customer experience while collaborating closely with internal teams to improve our solutions. As a one-person show, youll play a critical role in building a scalable customer-facing engineering function.
Your Opportunity:
Escalation Ownership: Take complete ownership of all technical escalations, ensuring timely follow-up and resolution.
Troubleshooting & Debugging: Analyze logs, profile code, debug issues, and provide bug fixes as needed.
Technical Problem Solving: Understand customer use cases, work with support, product, and engineering teams closely to be an effective liaison between core engineering and support.
Customer Engagement: Work directly with customers to troubleshoot and resolve issues related to Cloud Security products, ensuring exceptional satisfaction and retention.
Bug Tracking & Monitoring: Maintain and track all open bugs, ensuring clear status visibility and prioritization in collaboration with product and engineering teams.
Collaboration: Partner with product, engineering, and support teams to identify root causes of technical issues and drive improvements in our products and services.
Proactive Insights: Analyze patterns in customer issues to recommend preventative measures and improvements to the product.
Process Development: Establish and refine processes for managing technical escalations, ensuring efficiency and scalability.
Knowledge Sharing: Develop and maintain comprehensive technical documentation, including troubleshooting guides and knowledge base articles.
Leadership on the Ground: Represent the customer-facing engineering team in cross-functional meetings and contribute to strategic initiatives.