Escalation Engineer (Hybrid)

Our employer is an enterprise browser that gives control over SaaS governance, visibility and productivity. They are looking for an individual to join their growing global Escalation team that sits at the intersection of Customer Support and Engineering. You’ll lead the technical investigation and resolution of their most complex customer issues, working closely with their R&D, Product, and Customer Success teams to ensure customer satisfaction and operational excellence. This is an exciting opportunity to be part of a rapidly expanding team that delivers exceptional support experiences to some of the world’s largest enterprises.

____________________________________________________________

• Own and manage escalated customer cases, performing deep technical investigations in collaboration with R&D.
• Partner directly with enterprise customers — including multiple Fortune 500 companies — to drive timely and effective resolutions.
• Identify and report product issues, ensuring clear communication and follow-up with Engineering.
• Serve as the customer’s advocate in internal discussions, influencing prioritization and product direction.
• Contribute to knowledge sharing through the creation of internal documentation and technical case insights.

____________________________________________________________

• 5+ years of experience in Customer Support or Technical Escalations (Tier 3 or equivalent).
• Strong background in SaaS and Cloud-based troubleshooting.
• Proficiency in web debugging and analysis (e.g., network traces, browser developer tools, console logs).
• Familiarity with alerting, monitoring, and diagnostic tools.
• Experience or understanding of Cybersecurity concepts and technologies.
• Ability to read and interpret code (e.g., JavaScript, C#, or similar).
• Excellent communication and collaboration skills, with a strong sense of ownership and accountability.