Software Escalation Engineer

This range is provided by Glocomms. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$120,000.00 / yr - $135,000.00 / yr

Direct message the job poster from Glocomms

Recruitment Consultant - Data Science & Analytics

About the Role : We're seeking a driven and adaptable Software Escalation Engineer to join a high-impact applications team. This team manages large datasets from enterprise IT systems, developing advanced user-level crawlers and kernel modules to optimize data processing, minimizing memory, CPU, and network usage.

In this role, you'll be the last line of technical support, tackling challenging issues, collaborating with development and support teams, and ensuring swift resolution of complex problems. You must quickly learn new technologies and demonstrate strong problem-solving skills under pressure.

Key Responsibilities :

• Provide advanced technical support for core software products.
• Investigate and resolve complex customer-reported issues.
• Develop patches, diagnostic tools, and workarounds.
• Manage critical escalations from start to resolution.
• Act as a technical liaison between engineering, support, and other teams.
• Allocate approximately 20% of your time to hands-on coding and 80% to analysis and troubleshooting.
• Collaborate across technical domains for effective problem resolution.
• Develop a thorough understanding of the platform and its components.
• Contribute to documentation and training to support broader team enablement.
• Communicate effectively with both technical and non-technical stakeholders.

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