Senior Escalation Engineer
New
W
WizCloud security
Remote - USAFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 7+ years of hands-on, technical experience in a senior customer-facing role; a minimum of 3+ years of in-depth experience with a major cloud platform.
- Required Skills
- GraphQLPythonGitJavaJavascriptGoRESTful APIsLinux
Requirements
- Bachelor's degree in Computer Science, Cybersecurity, Engineering, Mathematics, or Information Systems, or equivalent industry experience and certifications.
- 7+ years of hands-on technical experience in a senior customer-facing role such as Escalation Engineer or Senior Technical Support.
- At least 3 years of in-depth experience with a major cloud platform.
- Experience reading, debugging, and writing code in at least one high-level programming language, such as Python, Go, Java, Shell, or JavaScript.
- Proficiency with Git and source code management systems.
- Proficiency with REST APIs or GraphQL.
- Proficiency with command-line tools and Linux environments.
- Deep understanding of web technologies such as HTTP, HTML, and DNS.
- Experience leveraging AI tools to increase task efficiency.
- Ability to learn quickly, work independently, and demonstrate curiosity and interest in technology.
- Preferred: experience with DevOps technologies and CI/CD pipelines, Kubernetes and container technologies, or Infrastructure as Code such as Terraform.
- Preferred: SQL proficiency for data analysis and ability to independently create dashboards and datasets; experience with relational and NoSQL databases.
- Preferred: experience in a CTO organization or similar strategic technical team.
Responsibilities
- Take ownership of challenging customer technical problems and troubleshoot them through resolution.
- Identify potential escalations and advocate for customers' technical challenges to influence product and engineering roadmaps.
- Author and publish troubleshooting content, including knowledge base articles and guides, for internal teams and customers.
- Lead development of internal tools and processes for the assigned product area.
- Champion adoption of internal tools and processes within technical teams.
- Participate in an on-call rotation for critical escalations and internal tooling.
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