Software Escalation Engineer
About the Role:
We're looking for a driven and adaptable Software Escalation Engineer to become a key part of a high-impact applications team. This team is responsible for handling vast datasets originating from the latest enterprise IT systems. The work involves developing advanced user-level crawlers and low-level kernel modules to process data efficiently-minimizing memory consumption, CPU load, and network strain.
In this role, you'll act as the last line of defense for technical product support, diving deep into challenging issues, working alongside development and support teams, and ensuring quick resolution of complex problems. You'll need to rapidly absorb new technologies and demonstrate strong problem-solving skills under pressure.
Key Responsibilities:
Deliver advanced-level technical support for core software products.
Investigate and resolve intricate issues reported by customers.
Develop patches, diagnostic tools, and workarounds as needed.
Own critical escalations from start to resolution.
Serve as a central technical liaison between engineering, support, and other internal teams.
Split your time: approximately 20% hands-on code development, and 80% focused on analysis, troubleshooting, and resolving real-world product challenges.
Collaborate across various technical domains to ensure seamless problem resolution.
Develop a comprehensive understanding of the platform and its components.
Contribute to internal documentation and training materials for broader support enablement.
Communicate effectively with both technical and non-technical stakeholders.
Ideal Candidate Profile:
2+ years of hands-on development experience using C# and .NET technologies.
Solid background in SQL databases, including writing and optimizing stored procedures.
Experience building and debugging web applications.
Ability to quickly adapt to new technologies and shifting technical environments.
Familiarity with multithreaded programming concepts and patterns.
Strong interpersonal communication and teamwork skills.
Willingness to occasionally support scheduled evening or weekend shifts as needed.
FAQs
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