Senior Support Escalation Engineer - Remote

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

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.