Senior Escalation Engineer - Hybrid (Enterprise SaaS)

Optimize Search Group; Coppell (TX); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Optimize Search Group seeks a skilled escalation engineer to own the most complex technical issues end-to-end. You will collaborate directly with R&D and enterprise customers, driving root-cause investigations across web, network, cloud, and application code.

You will advocate for customers inside engineering, influence prioritization and product roadmap, and build internal knowledge through thorough documentation and writeups. This role requires strong ownership and communication under pressure.

Qualifications

• 5+ years in a Tier 3 escalation, technical support engineering, or equivalent customer-facing technical role.
• Strong SaaS and cloud troubleshooting fundamentals.
• Familiarity with monitoring, alerting, and diagnostic tooling.
• Exceptional communication skills—explain complex problems to executives and engineers.

Responsibilities

• Own escalated customer cases end-to-end from intake to resolution.
• Partner with R&D engineers to diagnose and resolve the most complex issues.
• Work with enterprise customers, including Fortune 500 companies, managing expectations and timelines.
• Navigate the full stack to find root cause across web, network, cloud, and code.
• Advocate for customers inside engineering to influence prioritization and roadmap.
• Contribute to internal knowledge through documentation and writeups.

Skills

Tier 3 escalation

Technical support

SaaS troubleshooting

Cloud troubleshooting

Communication skills

Ownership mentality

Problem solving

AWS

GCP

Monitoring tools

Diagnostic tooling

Tools

Monitoring tools

Diagnostic tooling

AWS

GCP

Job description

Optimize Search Group seeks a skilled escalation engineer to own the most complex technical issues end-to-end. You will collaborate directly with R&D and enterprise customers, driving root-cause investigations across web, network, cloud, and application code.

You will advocate for customers inside engineering, influence prioritization and product roadmap, and build internal knowledge through thorough documentation and writeups. This role requires strong ownership and communication under pressure.