Senior Customer Support Engineer (Tier 3), Customer Escalations

Overview

Job Description

Responsibilities

• - Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff.
• - Get on calls with customers, pull logs, and communicate with the customer about leading theories.
• - Build engineering handoff packages that require minimal follow-up questions.
• - File and track issues for confirmed bugs, keeping the ticket/issue link intact.
• - Monitor for patterns across escalations to catch recurring or systemic issues early.

Required Skills

• - 4+ years in a technical support or escalation role at a SaaS or infrastructure company.
• - A genuine problem-solver who gets energy from untangling hard, ambiguous technical issues.
• - Comfortable owning a live, high-stakes customer call.
• - Hands-on networking experience in production or homelab environments.
• - Deep familiarity with overlay networking concepts.
• - Code-level debugging capability.
• - Strong systems administration skills as well as troubleshooting across Linux, macOS, and Windows.
• - Strong technical storytelling.

Benefits

• - An inclusive, flexible environment where you can be your authentic self.
• - A competitive total compensation package.
• - Comprehensive group benefits with no waiting period.
• - Remote first company.
• - Employer-funded retirement contributions.
• - Support for your personal and professional development.
• - Paid time off and a healthy work-life integration.
• - A build-your-own home office setup.
• - Paid parental leave program.