Senior Escalation Engineer (Cloud Networking)

Location: Remote; only candidates in the United States or Canada are being considered. Ability to work Pacific or Mountain Time hours is required, with off-hours on-call rotation.

Base salary: $132,232–$242,425 annually, depending on location and qualifications.

Company

hirify.global, a Lumen company, builds a programmable cloud networking platform for connecting, securing, and operating enterprise clouds, sites, partners, data centers, and AI workloads.

What you will do

• Own root cause analysis for critical customer problems and coordinate resolution with Engineering and Customer Success.
• Troubleshoot and resolve technical issues escalated from the Customer Success team for high-value customers.
• Identify, reproduce, test, and report bugs; collaborate with engineers to validate fixes and release versions.
• Work with QA and development teams to improve testing and automation coverage and provide feedback on new features.
• Create and publish customer-facing and internal documentation, knowledge articles, training materials, and troubleshooting guides.
• Provide clear customer and internal communication, including required off-hours escalation support.

Requirements

• 8+ years of experience in technical support, design, or implementation.
• Strong networking fundamentals and expert troubleshooting skills with routing, tunneling and security protocols, QoS, and TCP/IP.
• Conceptual knowledge of cloud-native architecture, including basic Kubernetes, REST APIs, and database concepts.
• Advanced Linux experience, including checking kernel logs and configuring networking components.
• Experience with IXIA, tcpdump, Wireshark, and iPerf3.
• Strong leadership, analytical, triage, problem-solving, communication, interpersonal, and customer service skills.
• Bachelor’s degree in Computer Engineering, Management Information Systems, or equivalent degree or experience.
• Ability to learn evolving features and technologies and work effectively in a fast-paced, team-oriented environment.
• Ability to provide off-hours escalation support; participation in an on-call rotation is required.

Nice to have

• Experience with AWS, Azure, or GCP cloud networking.
• Knowledge of Python, Terraform, or other scripting.
• Experience designing or deploying large-scale networks.

Culture & Benefits

• Full-time employment with benefits.
• Innovation, diversity, teamwork, shared accountability, and positive customer-focused collaboration are emphasized.
• The organization operates in a fast-moving, AI-focused environment with clear expectations and support.
• Background screening may include criminal records, motor vehicle reports, or drug screening depending on position requirements.