Technical Escalation Engineer
Assured Benefits Administrators
full-time
Posted on:
Location Type: Remote
Location: United States
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Tech Stack
About the role
- 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
Requirements
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingnetworkingsystemscloud environmentslog analysispacket capture analysisincident managementescalation engineeringB2B SaaScybersecurity
Soft Skills
communicationorganizational skillscalm under pressuremethodical approachmentoringinfluencingcollaborationproblem-solvingattention to detailknowledge sharing