Senior Support Escalation Engineer - Remote

Octave; Madison (AL); Remote; USD 90,000 - 120,000; Full time

Job summary

Octave is seeking a Senior Support Escalation Engineer to provide world‑class technical support for our SaaS products from a remote location, with eventual on‑call rotations. You will collaborate with professional services, product management, and engineering to resolve escalations and drive continual improvement.

Ideal candidates have 3+ years in escalation roles, strong Linux/Windows admin skills, Python/Jython and Java experience, and familiarity with cloud deployments on AWS/Azure.

Qualifications

• 3+ years’ experience in a support escalations role.
• Bachelor’s degree in computer science, software engineering, or related field.
• Linux and Windows system administration.
• 3-5 years hands‑on Python/Jython scripting.
• 3-5 years hands‑on database experience (MySQL or MSSQL).
• 2-3 years’ hands‑on Java experience.
• Ability to prioritize and deliver on multiple priorities with little supervision.
• Cloud deployment and troubleshooting for Cloud hosted SaaS deployments.
• Methodical technical troubleshooting skills.
• Attention to detail and strong incident documentation.
• Team player with a positive attitude.
• 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.

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 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.

Skills

Support escalations

Linux

Windows

Python/Jython

Java

Cloud deployment

Databases (MySQL/MSSQL)

DataDog

OpenObserve

AWS

Azure

Education

Bachelor's degree in CS/SE or related field

5+ years of experience in lieu of degree

Tools

DataDog

OpenObserve

AWS

Azure

Job description

Octave is seeking a Senior Support Escalation Engineer to provide world‑class technical support for our SaaS products from a remote location, with eventual on‑call rotations. You will collaborate with professional services, product management, and engineering to resolve escalations and drive continual improvement.

Ideal candidates have 3+ years in escalation roles, strong Linux/Windows admin skills, Python/Jython and Java experience, and familiarity with cloud deployments on AWS/Azure.