Escalation Engineer

ControlUp

Escalation Engineer providing in-depth support solutions for ControlUp customers through technical expertise. Collaborating with Customer Support team to resolve complex product issues and drive escalations.

Posted 5/26/2026full-timeRemote • 🇬🇧 United KingdomJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

Azure.NETSplunkSQL

About the role

Key responsibilities & impact

Provide expert-level technical support for our products
Analyze, diagnose, and debug complex customer issues.
Create and implement patches, fixes, and diagnostic tools.
Take ownership of escalations and drive them toward resolution.
Act as a technical focal point in cooperative relationships with other internal groups.
Coordinate with engineers across various product components to deliver successful outcomes.
Acquire both broad and in-depth product knowledge
Create and improve documentation to help support engineers resolve cases.
Demonstrate strong interpersonal and communication skills.
Push for solutions and collaborate with people across teams.

Requirements

What you’ll need

At least 2 years of hands-on full-stack experience with strong backend skills, working in multi-threaded environments at scale, using .NET
Web services / WCF / IIS
Strong troubleshooting skills
Great interpersonal skills
Ability to work under pressure
Fast at adapting to new technologies Independently driven, proactive, accountable, reliable team player
**Nice To Have:**
Development experience with Microsoft SQL and T-SQL
Customer support experience
Experience working with Insights and Splunk
Experience with Windows internals (Win32 API)
Hands-on experience with Microsoft environments (Windows Server, NTFS, Active Directory, Exchange, LDAP, IIS, GPO, Azure)
Hands-on hypervisor experience
Solid understanding of data structures, design patterns, and algorithms
Experience with large-scale software projects

Benefits

Comp & perks

Global, Not Isolated: You'll work with a diverse team spanning the US, EMEA, and Israel. We're known for our vibrant social culture, and once a year, the entire global company comes together for a major offsite to reconnect in person.
Meaningful Impact: Make a real impact from day one, working with cutting-edge technology in a fast-paced, global environment.
Collaborative & Growth-Driven: Join a collaborative, empowering culture where learning and professional growth are encouraged.
True Flexibility: We offer a hybrid model. We care about the output of your expertise, not the hours you spend in a specific chair.

ATS Keywords

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Hard Skills & Tools

.NETWCFIISMicrosoft SQLT-SQLWindows internalsWin32 APIAzuredata structuresdesign patterns

Soft Skills

interpersonal skillscommunication skillstroubleshooting skillsability to work under pressureadaptabilityindependently drivenproactiveaccountablereliableteam player