Senior SaaS Escalation Engineer (Remote)

Geomatik; Madison (AL); Remote; USD 90,000 - 130,000; Full time

Job summary

Octave, a leading provider of quality, EHS and compliance management SaaS, seeks an experienced support engineer in a remote role based in Madison, Alabama. The role involves fast, empathetic problem solving, cross-functional collaboration, and proactive issue resolution across cloud deployments.

You will handle escalations, develop workarounds, document procedures, and contribute to knowledge bases while ensuring high professionalism and customer trust.

Qualifications

• Bachelor’s degree in computer science, software engineering, or related field.
• 5+ years of direct experience in lieu of degree considered.

Responsibilities

• Provide world-class support when issues with products are escalated.
• Work with empathy and urgency to deliver solutions.
• Support is available 24x7x365, including on-call rotations on weekends and holidays.
• Proactively manage a queue of escalations.
• Collaborate cross-functionally to achieve elegant solutions and contribute to knowledgebase articles.

Skills

Python/Jython scripting

Java

Linux/Windows administration

Cloud deployment

APMs (DataDog/OpenObserve)

Java heap/thread dump analysis

Education

Bachelor’s degree in CS/Software Eng or related

5+ years experience in lieu of degree

Tools

MySQL

MSSQL

AWS

Azure

Job description

Octave, a leading provider of quality, EHS and compliance management SaaS, seeks an experienced support engineer in a remote role based in Madison, Alabama. The role involves fast, empathetic problem solving, cross-functional collaboration, and proactive issue resolution across cloud deployments.

You will handle escalations, develop workarounds, document procedures, and contribute to knowledge bases while ensuring high professionalism and customer trust.