Senior Escalation Engineer (Remote) — Enterprise Tech

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Remote work across US

Mentorship and cross-training

Continuous learning resources

Job summary

Ladders is seeking a Sr. Escalation Engineer to join our enterprise technology team. You will resolve complex technical issues, support customer deployments remotely, and communicate timelines clearly to customers and internal teams.

You will partner with customers, field engineers, and product teams to diagnose defects, maintain deployments, and improve knowledge base and documentation for future issues. This role is US remote with no visa sponsorship available.

Qualifications

• 5+ years in technical support engineering with case management and resolution.
• Excellent written and verbal communication abilities.
• Detail-oriented with a client-centric approach.
• Enthusiastic self-starter committed to learning and teamwork.

Responsibilities

• Maintain deployments for leading customers.
• Log and update support cases, and keep customers informed.
• Analyze customer systems to recommend solutions for defects.
• Collaborate with external customers and internal teams for effective resolution.
• Set accurate customer expectations regarding support timelines.
• Provide technical support for complex product issues to field engineers.
• Update technical documentation and contribute to the knowledge base.

Skills

Problem-solving

Systems analysis

Communication skills

Attention to detail

Team collaboration

Tools

Windows

Linux

AIX

Solaris

Public cloud

Job description

Ladders is seeking a Sr. Escalation Engineer to join our enterprise technology team. You will resolve complex technical issues, support customer deployments remotely, and communicate timelines clearly to customers and internal teams.

You will partner with customers, field engineers, and product teams to diagnose defects, maintain deployments, and improve knowledge base and documentation for future issues. This role is US remote with no visa sponsorship available.