Escalation Engineer

On-site 4 days a week, remote 1 day · Coppell Texas

(note: this company does not offer current or future sponsorship)

Company: A rapidly scaling technology company backed by top-tier investors that is building a next-generation secure workspace platform used by large global enterprises.

ABOUT THE ROLE

This is the third and highest tier of a three-level support structure — above Customer Support and Sales Engineering — and it is unlike most escalation roles you have seen. This is not a ticket queue job. You are the person who gets called in when no one else can figure it out.

You will sit at the intersection of enterprise customers and the R&D engineering team, owning the most complex technical issues end-to-end. That means deep investigation across the full stack — web, networking, cloud infrastructure, and application code — until you find root cause. You will work directly with Fortune 500 customers, advocate for them inside the engineering organization, and influence product direction based on what you learn in the field.

The product spans browser, cloud, and desktop environments and handles significant enterprise traffic. To do this job well you need to be genuinely technical — comfortable reading code, tracing network requests, interpreting logs, and holding your own in a conversation with an R&D engineer — while also being the clearest communicator in the room when a customer is waiting for an answer.

WHAT YOU WILL DO

• Own escalated customer cases end-to-end — from intake through deep technical investigation to resolution
• Partner directly with R&D engineers to diagnose and resolve the most complex product issues
• Work hands-on with enterprise customers including Fortune 500 companies — managing expectations, driving timelines, and communicating clearly under pressure
• Navigate issues across the full stack — web layer, network layer, cloud infrastructure, and application code — to find root cause
• Serve as the customer's voice inside the engineering organization, influencing prioritization and product roadmap
• Build internal knowledge through documentation, case insights, and technical writeups that make the whole team smarter

WHAT YOU NEED

• 5+ years in a Tier 3 technical escalation, technical support engineering, or equivalent customer-facing technical role
• Strong SaaS and cloud troubleshooting fundamentals — you understand how requests move through a distributed system
• Solid web debugging skills — browser developer tools, network traces, console logs, HTTP/S inspection
• Ability to read and interpret code — JavaScript, C#, or similar — you do not need to write production code but you need to understand what you are looking at
• Familiarity with monitoring, alerting, and diagnostic tooling
• Exceptional communication skills — you can explain a complex technical problem to an enterprise CTO and to an R&D engineer in the same conversation
• Strong ownership mentality — you follow issues until they are resolved, not until someone else picks them up

NICE TO HAVE

• Background in or exposure to cybersecurity concepts — understanding of how enterprise security products work
• Experience with browser-based or networking-heavy products — proxies, VPNs, web filtering, or similar
• Familiarity with cloud infrastructure on AWS or GCP — understanding how services are deployed and monitored
• Experience working directly with large enterprise accounts under SLA pressure

WHO THRIVES HERE

You are the person on the team who does not give up on a hard problem. You have a technical instinct that lets you navigate an unfamiliar system and still find the issue, and you have the communication skills to keep a frustrated enterprise customer informed and confident while you do it. You have probably been the escalation path yourself — the person others hand off to when they are stuck — and you took that seriously.

If you get genuine satisfaction from cracking a difficult technical case and walking a customer out the other side of it, this role was built for you.