Software Escalation Engineer
Software Escalation Engineer
Location: Hybrid - Raleigh, NC
Compensation: Starting at $90,000+
A fast-growing technology company is seeking a Software Escalation Engineer (Tier-IV) to join its engineering team. This is a full-time, hybrid role based in Raleigh, NC, ideal for someone who thrives on solving tough problems, debugging complex systems, and diving deep into technical challenges.
About the Role
This role is focused on troubleshooting and resolving advanced technical issues across a suite of enterprise software products. You'll work closely with engineering and support teams to investigate escalated cases, develop fixes, and improve internal tools and documentation. It's a great fit for someone who enjoys being the go-to problem solver and thrives in dynamic environments.
Key Responsibilities
- Provide expert-level technical support for enterprise software products
- Analyze, diagnose, and debug complex customer issues
- Develop patches, fixes, and diagnostic tools
- Take ownership of escalations and drive them to resolution
- Collaborate with cross-functional engineering teams
- Build and maintain internal documentation and training materials
- Mentor support engineers and share product knowledge
Qualifications
- B.Sc. in Computer Science or equivalent from a recognized institution
- 3+ years of experience developing enterprise-level Python applications
- Experience with asynchronous programming and performance-critical systems
- Familiarity with AWS, Docker, Kubernetes, and microservices architecture
- Experience with multi-threaded applications
Nice to Have
- Exposure to machine learning concepts
- Experience with .NET C# applications
- Background in IT networking, security, or storage
- Prior customer-facing technical roles
- Experience building dashboards or internal training tools
Additional Info
- Applicants must be authorized to work in the U.S.
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