We are looking for a Staff Escalations Engineer to join our team.

What you’ll do (Role Expectations)

• Engage with customers on escalated support issues or critical customer situations and participate in a 24×7 Support Operation and 24×7 on-call rotation

• Interface with Engineering and assist the customer with testing or troubleshooting

• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams

• Create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base

• Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle

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)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain

• 8+ years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products

• Practical knowledge of networking and security products and enterprise network infrastructure

• Experience troubleshooting network issues and familiarity with necessary tools such as Ping, Traceroute, and MTR

• Hands-on experience with SD-WAN, Routing protocols (BGP, OSPF), Firewall, Switching, SSL, SWG, VPN, VDN, Ubuntu, and Python

• Are you interested in this position?

   

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

   

  #AlbionarcJobs#FintechJobs

  #AsiaJobs#MiddleEastCareers

  #TechTalent#FintechRecruitment

  #FinanceOpportunities#bb