Technical Escalation Engineer
Portnox
- Saint Paul, Illinois, United States
- Saint Paul, Illinois, United States
Über
Department:
Support
Location:
Remote
About the Role Reporting into Support leadership, you will own the most complex and high-severity technical investigations and act as the primary interface between Support and Engineering. You will bring structure, clarity, and technical leadership to critical issues, ensuring that escalations are handled methodically and professionally. This is not a people management role — it is a technical authority role designed to elevate the quality, consistency, and effectiveness of escalation handling across the organization.
Key Responsibilities
Own and lead high-severity (Sev 1) customer issues end-to-end, driving structured investigations and clear root cause identification
Act as the senior technical authority on enterprise escalation calls, setting direction and next steps
Serve as the escalation gatekeeper by reviewing and approving all escalations to Engineering, ensuring completeness, clarity, and strong reproduction steps
Validate logs, packet captures, and troubleshooting work before escalation — no premature or vague tickets
Act as the primary technical interface between Support and Engineering, translating customer impact into actionable technical detail
Participate in post-incident reviews and ensure learnings are captured and shared
Guide and mentor Technical Support Engineers and Senior TSEs on complex issues, reinforcing structured troubleshooting and a reproduction-first mindset
Influence documentation quality and contribute to knowledge sharing across the team
Act as the named escalation authority for enterprise customers, providing clarity and confidence during high-pressure situations
Set and uphold technical standards for escalation quality across the Support organization
Skills, Knowledge, and Expertise
5+ years in Technical Support, Escalation Engineering, or similar roles in B2B SaaS or cybersecurity environments
Deep troubleshooting expertise across networking, systems, and cloud environments
Proven experience handling high-severity incidents and enterprise escalations
Strong ability to analyze logs, packet captures, and complex system behavior
Experience working cross-functionally with Engineering teams
Excellent communication skills with the ability to clearly convey complex technical concepts
Calm, methodical, and highly organized approach under pressure
Nice to have: experience with zero trust or network access solutions and a passion for improving support processes at scale
Why Join Us
Opportunity to make a significant impact on the operations of the company.
Collaborative and dynamic work environment with opportunities for professional growth and development.
Competitive compensation and benefits package.
100% remote
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Sprachkenntnisse
- English
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