Senior Escalation Engineer

1w1 week ago

TechMagic

UA · Full-time · $55,000 – $75,000

About this role

We are seeking a Senior Escalation Engineer to join our client, the worldwide frontrunner in identity security. This role focuses on delivering intelligent privilege controls and extensive security solutions for any identity across business applications, distributed workforces, and hybrid cloud environments.

In this position, you will work with SIA R&D, Support, and enterprise customers to resolve complex technical issues through research, reproduction, and troubleshooting. You will apply code changes as needed, learning new technologies and tackling challenging escalations on a daily basis.

You will collaborate closely with R&D and Customer Support teams to address issues promptly and with high quality. The role involves working directly with customers, establishing effective relationships with field engineers, and driving key initiatives that ensure long-term customer success.

As part of an active development and enterprise-scale customer support environment, you will gain deep expertise in identity security and secure infrastructure access. This role offers growth through exposure to cutting-edge security solutions and the opportunity to make a tangible impact on customer outcomes.

Requirements

Minimum 5 years of experience in escalation support or a similar role within a software company
2+ years of experience at SaaS or security enterprise companies
Hands-on knowledge of AI tools (Cursor, Gemini, Claude)
Strong Windows protocols knowledge: WinRM, Kerberos, GPOs, Active Directory, LDAP
Customer-first approach with proven experience handling complex, customer-facing escalations
Ability to comprehend the technical aspects of complex SaaS systems
Enterprise-level troubleshooting and support experience
Preferred: Network troubleshooting experience, Wireshark/PCAP file analysis

Responsibilities

Help customers get maximum value from the product
Collaborate closely with R&D and Customer Support teams to address issues promptly and with high quality
Identify root causes, find common ground, and deliver solutions
Work directly with customers on reported issues when required
Provide quick-response code changes as needed
Establish and maintain effective working relationships with R&D, Support, and field engineers

Benefits

Work from anywhere (fully remotely or in our offices in Lviv and Kyiv)
Paid vacations and sick-leaves, additional days-off, relocation bonus
Wellness: Medical insurance / sport compensation / health check-up + flu vaccination at your choice
Education: regular tech-talks, educational courses, paid certifications, English classes
Fun: own football team, budget for team-lunches, branded gifts