Senior Escalation Engineer — Drive High-Impact Troubleshooting

Fortra; United States; Remote; USD 110.000 - 160.000; Vollzeit

Zusammenfassung

Fortra is seeking a Sr. Escalation Engineer to serve as the critical escalation point for complex technical issues.

You will leverage deep product expertise, OS and network know-how, and scripting to troubleshoot and resolve high-impact problems in collaboration with Technical Support, Field Engineering, Product Management, and Development teams. You will influence product quality and reliability by driving continuous improvement and by coordinating with engineering and support teams to

Qualifikationen

• Degree in Computer Science or 5+ years experience in enterprise product support, ideally with security background.
• Familiarity with Windows and Linux.
• Understanding of networking and troubleshooting tools.
• Ability to read and understand source code.
• Experience authoring scripts.
• Strong analytical and problem-solving skills.

Aufgaben

• Serve as the escalation point for complex issues escalated from Technical Support engineers.
• Reproduce/confirm defects and report to the Development team.
• Escalate issues to Engineering, Product Development, and Software Development teams.
• Collaborate with customers on phone and remote sessions to troubleshoot issues.
• Increase product knowledge across Level 2 & 3 TSEs through case reviews.
• Ensure inquiries are answered within SLAs and timelines.
• Communicate status of escalations weekly to Support and Development teams.
• Work with Product Management to enhance product supportability and reduce issues.
• Assist in defect backlog review and prioritization with PM/Dev teams.
• Develop fixes and workarounds to unblock customers.

Kenntnisse

Analytical skills

Problem solving

Customer service

Communication skills

Networking knowledge

Read code

Scripting

Windows

Linux

Security background

Ausbildung

Bachelor's degree in Computer Science

Tools

Windows

Linux

Jobbeschreibung

Fortra is seeking a Sr. Escalation Engineer to serve as the critical escalation point for complex technical issues.

You will leverage deep product expertise, OS and network know-how, and scripting to troubleshoot and resolve high-impact problems in collaboration with Technical Support, Field Engineering, Product Management, and Development teams. You will influence product quality and reliability by driving continuous improvement and by coordinating with engineering and support teams to