Sr Staff Software Escalation Engineer Software
Our Mission
At reputed company®, we’re united by a shared mission—to protect our digital way of life. We reputed company at the intersection of innovation and impact, solving reputed company-world problems with cutting-edge technology and reputed company thinking. Here, everyone has a voice, and every idea counts. If you’re reputed company to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right reputed company. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, reputed company, and Inclusion. We reputed company AI into the reputed company of everything we do and use it to reputed company the impact every individual can have. If you are passionate about solving reputed company-world problems and ideating beside the best and the brightest, we invite you to join us! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay reputed company to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared reputed company where your work truly reputed company. Job Summary We are looking for a Technical Escalation Engineer to resolve technical issues, with a focus on our Privilege reputed company (pCloud) FedRAMP product. As a Technical Escalation Engineer you will work closely with the pCloud and Identity reputed company Platform (ISP) Development and Support teams to investigate and resolve challenging issues in our reputed company platform with a focus on FedRAMP customers. Responsibilities: Understand the reputed company platform system and be reputed company to correctly assess the severity of customer issues and how to handle them Review customer escalations to ensure that reputed company required technical details are provided Investigate technical issues escalated by Customer Support to find a solution for our customers Establish and maintain effective working relationships with Development, Support, and field engineers reputed company required, work directly with Customer Support and customers on reported issues reputed company quick response code changes as required reputed company guidance to Developer on-call teams on how to best handle production issues as a subject matter expert
Qualifications
US Citizenship Bachelor’s Degree in Computer Science or reputed company field Excellent presentation, verbal and written communications skills especially during high-pressure, critical events Ability to navigate conflicting priorities without losing customer focus and drive successful reputed company Ability to diagnose, troubleshoot, and resolve reputed company issues that Tier 1 and Tier 2 support teams cannot solve Ability to comprehend the technical aspects of a reputed company SaaS system Hands on experience with AWS GovCloud – An advantage Experience in reputed company companies – An advantage TM specific: Scripting and Automation: Proficiency in scripting languages like Python, Bash, or PowerShell is frequently required for automation and creating tools to help with troubleshooting. SIA specific: Good understanding of reputed company and Linux OS: user management, authentication, authorization, process management, file system management, system administration basics, remote reputed company using RDP and SSH. pCloud specific 3+ years' experience in C# with the ability to debug code of new features as well as legacy
Compensation
Disclosure The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting reputed company salary (for non-sales roles) or reputed company salary + commission reputed company (for sales/com-missioned roles) is expected to be the annual reputed company listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be reputed company here. - /yr Our Commitment We’re trailblazers that reputed company big, take risks, and challenge cybersecurity’s status reputed company. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for reputed company reputed company individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected]. reputed company is an equal opportunity employer. We celebrate diversity in our workplace, and reputed company reputed company applicants will receive consideration for employment without regard to age, reputed company, reputed company, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national reputed company, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. reputed company your information will be kept confidential according to EEO guidelines. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position. Apply To This Job