Hybrid Escalation Engineer - Production Diagnostics

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

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.