Escalations Engineer

About This Role

We are representing a confidential client in the security technology sector who is seeking an exceptional Escalations Engineer to join their team. This is a remote position based in the United States, offering the opportunity to work on cutting-edge cloud video security solutions.

In this role, you'll serve as the critical bridge between customer support and engineering teams, tackling the most complex technical challenges that come through the support pipeline. You'll become an expert on advanced video security platforms while working alongside hardware and software development teams to resolve intricate customer issues.

Responsibilities

• Take ownership of escalated support cases and manage them through to resolution within established SLAs
• Reproduce customer issues in lab environments and troubleshoot complex functional and integration problems
• Analyze system logs and use deep inspection tools such as network packet traces to diagnose issues
• Collaborate with development and testing teams to demonstrate issue reproduction and verify fixes
• Provide expert technical advice to sales and support teams on product capabilities and integrations
• Contribute to technical documentation including knowledge base articles and whitepapers
• Participate in ongoing process improvement initiatives
• Conduct full-stack troubleshooting across network, hardware, and software layers
• Test code changes and workarounds to validate solutions
• Occasionally travel to customer sites when required

What We're Looking For

Required:

• 4+ years of engineering or technical support experience
• Degree in Science, Computer Science, Networking, Telecommunications, or Cybersecurity from a recognized university, or demonstrated outstanding technical ability
• Strong troubleshooting skills across network, hardware, and software domains
• Excellent verbal and written communication abilities
• Meticulous attention to detail
• Genuine passion for learning new technologies and solving complex problems
• Ability to work under pressure while managing multiple priorities and deadlines
• Legal authorization to work in the U.S. indefinitely (sponsorship not available)

Preferred:

• Experience with Linux, APIs, Python, or other programming languages
• Familiarity with video surveillance devices and protocols such as ONVIF
• Strong understanding of networking fundamentals including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, and firewalls
• Previous experience in customer-facing roles with R&D interaction
• Background working with video surveillance solutions
• Experience writing technical knowledge base articles and whitepapers

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and conduct an initial screening to understand your technical experience and career goals. If there's a strong match, we'll submit your profile to our client for consideration. Please do not attempt to contact the client directly, as all applications must come through our recruiting process to be considered.

Pay

Pay via Get A Job.ai will be competitive and commensurate with experience. Our client offers comprehensive benefits including medical, dental, and vision coverage, 401(k) with company match, incentive bonus plans, 10 paid holidays, generous paid time off, employee stock purchase plan, and paid parental and family leave.

Equal Employment Opportunity: Get A Job.ai is committed to providing equal employment opportunities to all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally-protected characteristic. We welcome candidates from all backgrounds to apply.