Senior Escalation Engineer: Resolve High-Impact Tech Issues

Fortra; Colombia; Presencial; COP 80.000.000 - 120.000.000; Jornada completa

Descripción de la vacante

Fortra is seeking an experienced Sr. Escalation Engineer in Colombia to act as the critical escalation point for complex technical issues beyond frontline support.

You will leverage product expertise, OS and networking skills, and scripting to troubleshoot and resolve high-impact problems. You will partner with Technical Support, Field Engineering, Product Management, and Development to drive timely resolutions, share knowledge, and influence product reliability.

Formación

• Requires a degree in Computer Science or 5+ years providing enterprise product technical support.
• Deep knowledge of at least one OS (Windows or Linux).
• Understanding of networking and troubleshooting tools.
• Ability to read and understand source code.
• Experience authoring scripts.
• Strong analytical and problem-solving skills with methodical approach.
• Excellent written and verbal communication; strong listening skills.
• Customer service mindset and ability to work with diverse technical levels.

Responsabilidades

• Serve as escalation point for complex issues escalated from technical support.
• Reproduce and report product defects to Development.
• Escalate issues to Engineering and Product teams as needed.
• Collaborate with TSEs and customers via phone/remote sessions.
• Increase Level 2 & 3 product knowledge through case reviews.
• Ensure timely responses within SLAs and maintain customer satisfaction.
• Communicate status weekly with Technical Support and Development teams.
• Work with PM and Development to enhance product and reduce issues.
• Create fixes/workarounds with Development to resolve customer blockers.
• Refine business analysis processes to improve efficiency.

Conocimientos

CS/IT background

Windows & Linux

Networking knowledge

Scripting experience

Reading source code

Analytical problem-solving

Communication skills

Customer service oriented

Educación

Bachelor's degree in Computer Science

Descripción del empleo

Fortra is seeking an experienced Sr. Escalation Engineer in Colombia to act as the critical escalation point for complex technical issues beyond frontline support.

You will leverage product expertise, OS and networking skills, and scripting to troubleshoot and resolve high-impact problems. You will partner with Technical Support, Field Engineering, Product Management, and Development to drive timely resolutions, share knowledge, and influence product reliability.