Sr. Escalation Engineer

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

Whether you're an experienced professional or just getting started, your contributions matter at Fortra. If you're passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

We are seeking a highly skilled and analytical Sr. Escalation Engineer to join our Development Organization. In this role, you will serve as the critical escalation point for complex technical issues that cannot be resolved by frontline support teams. You will leverage deep product expertise, system administration capabilities, and advanced database skills to troubleshoot and resolve the most challenging problems. Your work will involve close collaboration with Technical Support, Field Engineering, Product Management, and Product Development teams to ensure timely resolution of issues and maintain customer satisfaction. This position offers the opportunity to influence product quality and reliability by addressing high-impact technical challenges and driving continuous improvement across our solutions.

WHAT YOU'LL DO

• The escalation point for technical issues being escalated from the TechnicalSupport Engineers
• Responsible for reproducing/confirming product defects and reporting such defects to the Development team
• Responsible for escalating technical issues to Engineering, Product Development and Software Development teams
• Working with the TSE and the customer on phone and remote sessions to troubleshoot/resolve issues
• Work continuously to increase Level 2 & 3 TSE's product knowledge by reviewing escalated cases on a frequent basis
• Ensure customer and partner inquiries are responded to within established time-frames and technical support service levels are achieved
• Responsible for having at least weekly communications/meetings with Technical Support and Development team to communicate status of outstanding escalations and progress
• Work with Product Management and Development teams to enhance the product to increase supportability and reduce customer issues.
• Assist in reviewing defect backlogs and helping to prioritize work with Product Management and Development teams
• Working with Development teams to create product fixes and workarounds for issues to get customers unstuck and resolved.
• Continuously refine and improve business analysis processes to enhance efficiency and outcomes.

QUALIFICATIONS

• The ideal candidate will have a degree in Computer Science, or a minimum 5 years’ experience in providing call center technical support on enterprise products, ideally with a background in security.
• Must have in-depth knowledge of at least one Operating System environment and familiarity with Windows and Linux.
• Must have an understanding of networking and tools that can be used for network troubleshooting.
• Must be able to read and understand source code.
• Must have experience authoring scripts.
• Ability to logically troubleshoot software issues to determine the root cause and present suggested workaround and solutions.
• Ability to demonstrate strong analytical and problem-solving skills. Methodically resolve the most difficult and complex production issues reported by customers and partners.
• Excellent written communication and verbal skills, as well as strong listening skills.
• Possesses strong customer service skills.
• Ability to work with all levels of technical abilities.
• Ability to handle multiple priorities and multi-task complex issues.
• Perform in an effective and timely manner all the tasks required.
• Strong problem-solving and analytical skills, with a keen attention to detail.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.