Escalation Engineer

Escalation Engineer: Become the Ultimate Technical Problem Solver! 🚀

If you are an expert problem solver with an unwavering commitment to product quality and customer satisfaction, and you're looking for a role where your technical impact is both profound and visible, we invite you to apply!

We are seeking an Escalation Engineer. This role is fundamental to the stability of our products and the satisfaction of our customers, leading the resolution of critical incidents and directly contributing to the continuous improvement of our software.

📍Location: Remote work anywhere in Mexico
🗣️ English: Advanced

Your Key Mission and Responsibilities:

• You will lead investigations into the most complex and persistent product issues with high customer or business impact.
• You will collaborate with Development, QA, and Product teams.
• You will perform expert-level defect analysis, including root cause documentation and code-level insights where applicable.
• You will be the face of escalation engineering in executive briefings and high-priority troubleshooting efforts with customers.
• You will identify patterns in escalations and lead initiatives to reduce their recurrence.
• You will bring expertise in Windows Server (2012-2022), Hyper-V, and PowerShell, optimizing and monitoring server performance.
• You will guide other escalation engineers, serving as a mentor or peer reviewer on challenging cases.
• You will actively contribute to technical documentation, support tools, and team best practices, and drive product reliability improvements based on escalation trends.

What We're Looking For In You?

• Between 3 and 6 years of experience in technical support, escalation engineering, or development roles, with a focus on supporting internally-developed products.
• Proven ability to investigate, diagnose, and resolve technically challenging software issues.
• Experience using advanced diagnostic tools and interpreting logs, traces, and performance metrics.
• Familiarity with source code navigation and development tools (e.g., IDEs, Git, debugging frameworks).
• Communicative ability to manage critical escalations.
• Strong communication skills in technical writing as well as verbal updates for internal and external audiences.
• Advanced knowledge of one or more programming or scripting languages relevant to our product stack.
• Ability to manage competing priorities, think strategically, and drive long-term improvements.
• Experience supporting an international customer base and cross-team collaboration.

Join us and elevate the standard of engineering excellence!