Software Escalation Engineer

code defect, configuration problem, or environmental factor

technical problem-solver

What will success look like in this position

Success means being the go-to technical expert who can quickly diagnose and resolve complex, high-impact issues across our distributed systems. You will confidently own escalations from triage to resolution, ensuring customers are back online fast while preventing repeat incidents. Your deep technical insight and cross-team collaboration will strengthen product reliability and reduce operational noise. Over time, you ll contribute tools, automation, and best practices that make the entire organization faster and more effective at solving critical problems. Ultimately, your work will directly improve customer trust, system stability, and our ability to deliver with confidence.

Responsibilities

• Act as the technical escalation point for critical customer issues.


• Perform in-depth debugging of application, infrastructure, and configuration issues.


• Propose configuration changes, code fixes, or workarounds to restore service.


• Design and build internal tools, set up complex reproduction environments, and create automation scripts to replicate and diagnose intricate issues.


• Collaborate with development, SRE, and product teams to prevent recurring issues.


• Engage in live troubleshooting sessions with customers, operations, and support teams.


• Own the end-to-end lifecycle of escalations from triage to closure.


• Maintain a deep knowledge of product architecture, APIs, and deployment processes.

Required Skills & Qualifications

• 4+ years

  of experience in IT Operations, Technical Support, Escalation Engineering, or Software Development.


• Strong knowledge of networking: TCP/IP, DNS, DHCP, HTTP/S, Proxies, SSL/TLS, API traffic analysis.


• Advanced troubleshooting skills with

  Linux

  (RHEL/Ubuntu).


• Experience with

  containerization & orchestration

  (Docker, Kubernetes, Helm).


• Scripting/automation skills in

  Javascript

  ,

  Python

  ,

  Bash

  , or

  PowerShell along with IaC tools like terraform, SaltStack or Ansible.



• Experience with

  packet capture & analysis

  (tcpdump, Wireshark).


• Aptitude towards problem solving. Exceptional ability to

  communicate complex technical issues

  to both technical and non-technical audiences.


• Ability and willingness to pick up new languages and platforms like .NET Core/C# etc.


• Strong fundamentals in troubleshooting

  distributed systems

  and

  microservices

  .


• Experience with tools like GDB, WinDBG would be added advantage