Escalation Engineer

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. For over 40 years, our employees have enjoyed rewarding careers that challenge them, support their growth, and inspire them to think and act boldly to make a real impact. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more! 

At Fortra, we’re breaking the attack chain. Ready to join us? 

SUMMARY OF THE ROLE

The Escalation Engineer is the escalation point for our Technical Support Organization. Technical issues that cannot be resolved by support staff are escalated to the Escalation Engineers. Successful candidates are capable of troubleshooting and resolving the most difficult and complicated issues using deep product knowledge as well as system administration and database skills.  This position works closely with Technical Support, Field Engineering, Product Management and Product Development.  

WHAT YOU'LL DO

• The escalation point for technical issues being escalated from the Technical Support Engineers. 
• Responsible for reproducing/confirming product defects and reporting such defects to the Development team. 
• Responsible for escalating technical issues to Engineering, Product Development and Software Development teams. 
• Working with the TSE and the customer on phone and remote sessions to troubleshoot/resolve issues 
• Work continuously to increase Level 2 & 3 TSE’s product knowledge by reviewing escalated cases on a frequent basis. 
• Ensure customer and partner inquiries are responded to within established timeframes and technical support service levels are achieved. 
• Responsible for having at least weekly communications/meetings with Technical Support and Development team to communicate status of outstanding escalations and progress. 
• Work with Product Management and Development teams to enhance the product to increase supportability and reduce customer issues. 
• Assist in reviewing defect backlogs and helping to prioritize work with Product Management and Development teams 
• Working with Development teams to create product fixes and workarounds for issues to get customers unstuck and resolved. 

QUALIFICATIONS

• The ideal candidate will have a degree in Computer Science, or a minimum 5 years’ experience in providing call center technical support on enterprise products, ideally with a background in security. 
• Must have in-depth knowledge of at least one Operating System environment and familiarity with Windows and Linux. 
• Must have an understanding of networking and tools that can be used for network troubleshooting. 
• Must be able to read and understand source code. 
• Must have experience authoring scripts. 
• Ability to logically troubleshoot software issues to determine the root cause and present suggested workaround and solutions. 
• Ability to demonstrate strong analytical and problem solving skills. Methodically resolve the most difficult and complex production issues reported by customers and partners. 
• Excellent written communication and verbal skills, as well as strong listening skills. 
• Possesses strong customer service skills. 
• Ability to work with all levels of technical abilities.  
• Ability to handle multiple priorities and multi-task complex issues. 
• Perform in an effective and timely manner all the tasks required. 

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As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.