Senior Escaltion Engineer (Cloud Security)

Location: Remote - USA. Applicants must have the legal right to work in the United States; visa sponsorship is not available.

Company

Cloud and AI security software company connecting code, cloud, and runtime into a shared security context.

What you will do

• Own the most challenging customer technical problems through deep troubleshooting and analysis.
• Identify potential escalations and advocate for customers by communicating technical challenges to engineering and product teams.
• Write troubleshooting content, knowledge base articles, and technical guides for internal and external use.
• Lead development and adoption of internal tools and processes for the assigned product area.
• Participate in an on-call rotation for critical escalations and internal tooling support.

Requirements

• Bachelor’s degree in computer science, cybersecurity, engineering, mathematics, information systems, or equivalent industry experience and certifications.
• 7+ years of hands-on technical experience in a senior customer-facing role such as escalation engineering or senior technical support.
• 3+ years of in-depth experience with a major cloud platform.
• Ability to read, debug, and write code in at least one high-level language such as Python, Go, Java, Shell, or JavaScript.
• Experience with Git, REST APIs or GraphQL, command-line tools, Linux, and web technologies including HTTP, HTML, and DNS.
• Experience using AI tools to improve task efficiency and ability to work independently.

Nice to have

• Experience with DevOps technologies, CI/CD pipelines, Kubernetes, containers, or Terraform.
• SQL skills for data analysis and creating dashboards and datasets.
• Experience with relational and NoSQL databases.
• Experience in a CTO organization or a similar strategic technical team.

Culture & Benefits

• Remote work from the United States.
• Collaboration with security teams and colleagues across global markets.
• Opportunity to influence product and engineering roadmaps through customer insights.
• On-call participation for critical escalations and internal tooling.