For our client, we are seeking a Sr. Escalation Engineer to join the team of a leader in the Enterprise Technology space. This role will focus on resolving complex technical issues, supporting customer deployments, and ensuring timely, accurate communication throughout the support process. You will partner closely with customers, field engineers, and internal technical teams to troubleshoot system behavior, diagnose defects, and drive effective resolution. The position also plays an important role in strengthening support documentation and improving the knowledge base for future issue resolution. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $110,000 – $130,000 annually

Responsibilities

Maintain technology deployments for industry-leading customers Log and update support cases, keeping customers informed Analyze customer systems to recommend solutions for defects Collaborate with external customers and internal teams for effective problem resolution Set accurate customer expectations regarding support timelines Provide technical support for complex product issues to field engineers Update technical documentation and contribute to the knowledge base Qualifications 5+ years as a Technical Support Engineer in case management and call resolution Proficient in Windows and Linux OS; AIX and Solaris knowledge is a plus Experience with public cloud infrastructure and services Strong problem-solving and systems analysis skills Excellent written and verbal communication abilities Detail-oriented with a client-centric approach Enthusiastic self-starter committed to learning and team collaboration

Benefits

Remote work flexibility across the US Opportunity to work with leading technology in the security sector Engagement with a diverse range of customers and technical challenges Mentorship and cross-training opportunities within the team Access to continuous learning and development resources Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.