We are looking for an experienced Escalation Engineer to join our Customer Success team.

What you’ll do (Role Expectations)

• Own and resolve the highest-severity technical escalations through deep analysis, ensuring fast resolution and managing the on-call rotation for critical issues

• Troubleshoot and resolve complex issues across cloud security services, configuration, policy engines, APIs, and AI-assisted capabilities

• Investigate and resolve scenarios related to the secure use of AI models, governance of AI agents, data protection, and inference security

• Perform detailed log, telemetry, and packet-level analysis to identify the root cause, reproducing complex defects, providing engineering-ready bug reports, and validating fixes

• Drive cross-functional collaboration with Engineering, Cloud Ops, and Product Management, while also creating advanced troubleshooting documentation and acting as a technical mentor to uplift support capability

Who You Are (Success Profile)

• You thrive in ambiguity. You’re comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.

• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.

• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.

• You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We’re Looking for (Minimum Qualifications)

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving

• 4–10 years of deep technical support, cloud support engineering, or escalation engineering experience

• Strong understanding of AI model security, data governance, AI agent behavior, and safe enterprise deployment principles

• Proficiency with APIs, JSON, logging frameworks, Linux CLI, debugging tools, and cloud-based distributed systems

• Exposure to cloud platforms (AWS/GCP/Azure) and identity, policy, or proxy-based architectures

• Are you interested in this position?

   

  Apply by clicking on the “Apply Now” button below!

   

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