Salary :
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Escalation Engineer based in Canada.
This role sits within a high-impact technical support and services environment focused on ensuring the stability, performance, and resilience of complex cybersecurity deployments. You will act as a senior technical point of contact for escalated customer issues, working directly with enterprise clients to diagnose, troubleshoot, and resolve advanced product challenges across hybrid and multi-cloud environments. The position blends deep technical investigation, customer communication, and cross-functional collaboration with engineering and product teams. You will play a critical role in maintaining customer trust by ensuring timely resolution of complex incidents while clearly managing expectations throughout the support lifecycle. The environment is fast-paced, highly technical, and customer-centric, with strong emphasis on precision, reliability, and continuous learning. This role is ideal for someone who thrives in solving complex systems problems while working closely with customers and internal engineering teams.
Accountabilities:
- Act as the primary escalation point for complex technical customer issues, managing case resolution from initial escalation through to closure.
- Diagnose and troubleshoot issues across distributed environments, including hybrid and multi-cloud infrastructures.
- Work directly with customers to understand system configurations, isolate problems, and recommend effective technical solutions.
- Collaborate closely with engineering, R&D, and internal support teams to resolve defects and deliver long-term fixes.
- Communicate clearly with customers, providing timely updates, setting expectations, and ensuring transparency throughout the support process.
- Contribute to technical documentation and knowledge bases by capturing resolved issues and best practices.
- Support internal teams, including field engineers and pre-sales, in resolving complex technical challenges.
- Provide feedback to product and engineering teams to improve reliability, design, and future product enhancements.
- Mentor team members and contribute to peer learning and cross-training initiatives.
Requirements:
- Experience in technical support, escalation engineering, or a similar customer-facing technical role within enterprise environments.
- Strong understanding of Windows and Linux operating systems; additional experience with AIX or Solaris is an asset.
- Hands-on experience with public cloud platforms and distributed infrastructure environments.
- Strong troubleshooting, systems analysis, and problem-solving skills in complex technical environments.
- Excellent communication skills, with the ability to clearly explain technical issues to both technical and non-technical stakeholders.
- Strong customer empathy and ability to manage expectations during critical incidents.
- Highly organized, detail-oriented, and able to manage multiple concurrent escalations.
- Enthusiastic self-starter with a continuous learning mindset and interest in emerging technologies.
- Ability to work collaboratively across engineering, support, and customer teams in high-pressure situations.
Benefits:
- Competitive salary ranging from CA$113,000 to CA$135,000, plus bonus eligibility.
- Comprehensive health benefits including medical, dental, and vision coverage.
- Retirement savings programs and equity opportunities.
- Paid time off, holidays, and generous parental leave.
- Wellness programs and reimbursement initiatives.
- Life and disability insurance coverage.
- Employee incentive programs and additional voluntary benefit options.
- Remote work flexibility within Canada.
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