Escalation Engineer (Ref#IM0426)

Albiware Inc.; Chicago, Northern (IL, KY); Hybrid; USD 95,000 - 135,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Generous PTO

401K Plan + Matching

Regular team events and off-sites

Continuing education and mentoring

Job summary

Albiware Inc. seeks a software engineer to troubleshoot and resolve complex production issues, coordinating with engineering and product teams on escalations and systemic problems. You will build tools, scripts, and docs to speed support workflows and reproduce defects for rapid resolution.

The role emphasizes diagnostic design, hotfix testing, and clear communication of findings to customers and stakeholders, with a strong focus on knowledge management and documentation.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, or related field.
• Experience or coursework in advanced troubleshooting and debugging.
• Experience with software deployment and incident management.
• Backend experience with C#, .NET Core/MVC, and Python.
• Frontend experience with React and JavaScript; SQL Server (T‑SQL, JSON).
• Experience with Azure and/or AWS services.
• Experience with Docker or Kubernetes.
• Experience with API design, RESTful and Webhooks.

Responsibilities

• Troubleshoot, debug, and resolve advanced software and infrastructure issues in production systems.
• Coordinate with engineering and product teams to address customer-facing escalations and systemic issues.
• Develop tools, scripts, and documentation to enhance internal support workflows and reduce time-to-resolution.
• Design and implement diagnostic procedures to reproduce, analyze, and resolve high-priority issues.
• Test and deploy hotfixes or critical patches to maintain systemic stability.
• Communicate technical findings and updates clearly to customers and internal stakeholders.
• Create and maintain detailed knowledge-base articles and support documentation.

Skills

Advanced troubleshooting

Debugging

Software deployment

Incident management

Customer interaction

C#/.NET

Python

React/JavaScript

SQL Server

Azure/AWS

Docker/Kubernetes

RESTful APIs

Education

Bachelor's degree in Computer Science or related

Tools

Docker

Kubernetes

Job description

You will: Troubleshoot, debug, and resolve advanced software and infrastructure issues in production systems Coordinate with engineering and product teams to address customer-facing escalations and systemic issues Develop tools, scripts, and documentation to enhance internal support workflows and reduce time-to-resolution Design and implement diagnostic procedures to reproduce, analyze, and resolve high-priority issues Test and deploy hotfixes or critical patches to maintain systemic stability Communicate technical findings and updates clearly to customers and internal stakeholders Create and maintain detailed knowledge-base articles and support documentation.

Telecommuting within the area of intended employment 1 day/week.

Bachelor's degree or foreign equivalent in Computer Science, Software Engineering, or other closely related degrees Experience or coursework in the following: Advanced troubleshooting and debugging Software deployment and incident management Customer interaction and technical explanation Backend experience with C#, .NET Core/MVC, and Python Frontend experience with React and JavaScript; SQL Server (T-SQL, JSON) Experience working with Azure and/or AWS services Experience working with Docker or Kubernetes Experience with API design, specifically RESTful and Webhooks services.

We're driven by purpose, fueled by high energy, and backed by venture funding. We're unapologetically ambitious and make sure that everyone has the support they need to succeed. We value building a strong company culture, being together and collaborating which is why we are an In-Office first organization requiring our teams to be at our Chicago office 4 days a week.

We offer a generous compensation package which includes;

• Good balance of personal autonomy and team collaboration on projects
• Working with a team of smart, kind humans passionate about leveraging technology to solve real-world problems
• Be in an environment where your input is highly valued and personal growth is prioritized.
• Interesting and challenging work.
• Competitive Salary
• Generous PTO.
• Medical, dental, and vision insurance coverage.
• Regular team events and off-sites.
• Continuing education, mentoring, and career development opportunities
• 401K Plan + Matching.

Your journey is your own, and we're here to help you thrive, no matter your starting point.