обновлено 10 дней назад
Escalation Engineer - Dallas (Cybersecurity)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Escalation Engineer - Dallas (Cybersecurity): Investigating complex enterprise support issues across browser, network, cloud, and endpoint layers with an accent on root cause analysis, technical data analysis, and customer communication. Focus on correlating traces and logs across distributed systems, coordinating incident response, and driving systemic product improvements with engineering teams.
Location: Dallas HQ, United States; onsite
Company
provides an enterprise security platform that combines AI enablement, network access, data protection, identity, and endpoint control in a secure browser-based workspace.
What you will do
- Own complex escalated investigations from initial triage through root cause analysis and resolution across browser, network, cloud, and endpoint layers.
- Analyze support debug packages, Chromium traces, network captures, logs, traces, metrics, and diagnostic data.
- Prepare evidence-based escalation reports with reproduction steps for engineering teams.
- Communicate technical findings and resolution progress to enterprise customers.
- Identify recurring issues, improve knowledge base articles and runbooks, and contribute to product prioritization.
- Support high-impact production incidents and contribute to remediation and post-incident RCA documentation.
Requirements
- 5+ years of experience in technical support escalation or a similar customer-facing technical role.
- Knowledge of TCP/IP, DNS, TLS/SSL, proxy architectures, and VPN concepts.
- Proficiency with browser developer tools, HAR or net-export traces, and HTTP/HTTPS analysis.
- Experience querying logs, traces, and metrics in observability platforms such as Coralogix, Sentry, or New Relic.
- Knowledge of Windows and/or macOS internals, enterprise endpoint management, and enterprise cybersecurity concepts including zero trust, DLP, secure web gateways, and endpoint protection.
- Strong technical writing, autonomous investigation, stakeholder management, and communication skills.
Nice to have
- Experience with enterprise browsers, endpoint security, SASE/SSE, Chromium architecture, extensions, or browser internals.
- Knowledge of SSO, SAML, OAuth/OIDC, Azure AD, or Okta.
- Ability to read JavaScript, C#, Go, or similar code.
- Scripting experience with Python, PowerShell, or Bash.
- Incident response experience or experience supporting Fortune 500 and large enterprise customers.
Culture & Benefits
- Work at the intersection of browser engineering, enterprise security, and zero-trust networking.
- Receive mentorship from senior engineers across R&D and gain exposure to Chromium, distributed networking, and cloud architecture.
- Influence product quality through investigations for large enterprise customers.
- Collaborate across engineering, product, and customer success teams.
- Work with a global team across the United States and Israel.
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