Global Resolution Engineer (Remote US)

Ladders; United States; Remote; USD 150,000 - 180,000; Full time

Benefits offered by this job

Flexible hours

Professional development

Access to cutting-edge technology andツ

Collaborative environment

On-call rotations

Job summary

Ladders is seeking a Global Resolution Engineer to resolve complex escalations in a remote, global environment. You will partner with customers, support teams, and engineering to drive root-cause analysis, identify systemic issues, and accelerate fixes.

You will improve technical processes, document recurring issues, and strengthen the support organization. Global coverage requires flexible hours and cross-team collaboration.

Qualifications

• Must have strong root-cause analysis skills for complex escalations.
• Experience diagnosing distributed systems and multi-component solutions.
• Deep expertise in Linux and high-performance networking are required.
• Excellent written and verbal communication for diverse audiences.

Responsibilities

• Own complex escalations from analysis to resolution with customers during incidents.
• Analyze the full solution stack to identify root causes across components.
• Identify patterns to address systemic defects proactively.
• Deliver engineering-ready defects with reproduction steps and hypotheses.
• Maintain Known Issues and Technical Advisories documentation.
• Drive product and process improvements from recurring escalations.
• Mentor Customer Success engineers to raise team technical capabilities.

Skills

Root cause analysis

Distributed systems

Linux

Networking

Communication

Customer interaction

Education

Bachelor's degree in CS/Engineering or related field

Job description

For our client, we are seeking a Global Resolution Engineer to join the team of a leader in the Information Technology space.
This role is focused on resolving complex technical escalations across distributed systems in a global, customer-facing environment. You will partner closely with customers, internal support teams, and engineering to drive root-cause analysis, identify systemic issues, and accelerate durable fixes. The position also plays an important role in improving technical processes, documenting recurring issues, and strengthening the broader support organization’s capabilities.
Location: Remote
Compensation: $150,000 – $180,000 annually
Responsibilities

• Own complex escalations from analysis to resolution, engaging directly with customers during critical incidents
• Analyze the entire solution stack to identify root causes across components
• Recognize patterns in cases to proactively address potential defects
• Deliver engineering-ready defects with detailed reproduction steps and root cause hypotheses
• Maintain documentation such as Known Issues and Technical Advisories
• Drive product and process improvements based on recurring escalations
• Mentor Customer Success engineers and enhance technical capabilities across the team

Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience
• 10+ years in advanced technical support or systems engineering roles with customer interaction
• Proven ability to resolve complex issues in distributed systems
• Experience transforming escalations into systemic fixes
• Strong communication skills for diverse audiences
• Willingness to work flexible hours for global coverage
• Deep expertise in Linux and high-performance networking

Benefits

• Flexible working hours to accommodate global teams
• Opportunities for professional development and training
• Access to cutting-edge technology and tools
• Collaborative work environment with cross-team knowledge sharing
• Participation in on-call rotations for diverse experience

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.