Senior Support Escalation Engineer

Intergraph Corporation; Madison (AL); Remote; USD 80,000 - 120,000; Full time

Job summary

Octave, a trusted provider of reliability and quality management software, seeks a Senior Support Escalation Engineer in a remote-capable role. You will handle escalated issues, work with empathy, and participate in a 24x7 coverage model while maintaining professional standards and contributing to knowledge base improvements.

Preferred candidates have strong Linux/Windows, Python, Java, and database skills, plus cloud experience and familiarity with APM tools.

Qualifications

• 3+ years’ experience in a support escalations role.
• Bachelor’s degree in computer science, software engineering, or related field; 5+ years in lieu of degree considered.
• Linux and Windows system administration.
• 3-5 years hands-on Python/Jython scripting.
• 3-5 years hands-on database user experience (MySQL or MSSQL).
• 2-3 years’ hands-on Java experience.
• Cloud deployment and troubleshooting for Cloud hosted SaaS deployments.
• Methodical technical troubleshooting skills.
• Attention to detail and strong incident documentation.
• Team player with a proactive mindset.
• Experience with DDataDog/OpenObserve/APMs is a plus.
• Exposure to high-scale cloud architecture and web UI technologies is a plus.
• Familiarity with AWS and/or Azure is a plus.

Responsibilities

• Provide our customers with world-class support when issues with our products are escalated within a case or cross-functionally.
• Ability to work with empathy and urgency to deliver solutions meeting customer needs.
• Support is available 24x7x365, requiring shifts and on-call rotations on weekends and holidays.
• Proactively manage a queue of escalations.
• Collaborate cross-functionally with professional services, customer success, product management, engineering to achieve elegant solutions.

Skills

3+ years in escalations

Python/Jython scripting

Java experience

MySQL/MSSQL experience

Linux/Windows admin

Cloud deployment/troubleshooting

APMs (DataDog/OpenObserve)

Education

Bachelor’s degree in CS/SE or related

5+ years of direct experience in lieu of degree

Tools

DataDog

OpenObserve

AWS

Azure

MySQL

MSSQL

Job description

Job title: Senior Support Escalation Engineer

Location: Madison, Alabama-USA

Req ID: 3458

Workplace Type: Remote

Job Description:

Responsibilities

Our Company

For more than 30 years, we’ve been at the service of qualitydriven people. Every day, we help people and organizations push further and make change happen by offering them the right technology and knowledge to manage risk and protectlives.

Reliance, part of Octave, is the leading provider of quality, EHS and compliance management SaaS software, trusted by the world’s strongest brands. More than 600 customers globally, spanning industries such as pharmaceuticals, electronics, heavy industry, food and beverage, and medical devices, benefit from Reliance to secure positive brand reputations, enable higher levels of customer loyalty and enhance profitability. Reliance offers the best built-in practices and powerful flexibility to drive business excellence through quality. Only Reliance lets customers configure industry-proven quality processes to their unique needs and business vision. To learn more about Reliance and its various product offerings, www.octave.com/reliance.

About the Role

• Provide our customers with world-class support when issues with our products are escalated within a case or cross-functionally.
• Ability to work with empathy and a sense of urgency to deliver solutions to meet customer needs.
• Support is available 24x7x365, which involves working in shifts and on-call rotations on weekends and holidays.
• Proactively manage a queue of escalations.
• Maintain a high level of professionalism with customers and work to establish yourself as a trusted advisor to our customer base.
• Devise, design, and validate potential workarounds and solutions for customer issues.
• Collaborate cross-functionally acting as an escalation focal point with professional services, customer success, product management, engineering and other departments to achieve elegant solutions.
• Provide recommendations for continual improvement.
• Creation of new and maintenance of knowledgebase articles to further customer enablement.
• Configuration and script review for reported issues to identify and recommend resolutions.
• Contribute updating relevant procedures and processes.
• Provide technical troubleshooting for incoming escalated tickets from our customers, including extensive troubleshooting and root cause assessment.
• Provide post-mortem reports on lessons learned to help the company improve processes to avoid any customer experiencing this same issue again in the future.
• Assist with scripts and other proactive tasks.
• Provide in-depth internal training when needed.

Education / Qualifications

Preferred Experience and Requirements

• 3+ years’ experience working within a support escalations role.
  • Preferably on global teams and within a product support team.
• Bachelor’s degree in computer science, software engineering, or related field.
  • 5+ years of direct experience in lieu of degree considered.
• Linux and Windows system administration.
• 3-5 years hands-on Python/Jython scripting.
• 3-5 years hands-on database user experience (preferred MySQL or MSSQL).
• 2-3 years’ hands-on Java experience.
• Ability to prioritize and deliver on multiple competing priorities with little supervision.
• Cloud deployment and troubleshooting for Cloud hosted SaaS deployments.
• Methodical technical troubleshooting skills.
• Must have attention to detail: demonstrate outstanding organizational skills, maintaining accurate incident documentation, strong ability to follow through on issues until resolution.
• Have a strong passion for success and a positive attitude.
• A team player.
• Experience in APMs like DataDog, OpenObserve, and analyzing heap/thread dumps is a PLUS.
• Experience in Quality Management / Environmental Health & Safety domains is a PLUS.
• Exposure to high scale cloud architecture, and web UI technologies, is a PLUS.
• Familiarity with Amazon Web Services and/or Azure a PLUS.

About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn.

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.

Equal employment opportunity, including veterans and individuals with disabilities.