We are looking for a Technical Escalation Engineer to resolve technical issues, with a focus on our Privilege Cloud (pCloud) FedRAMP product.
As a Technical Escalation Engineer you will work closely with the pCloud and Identity Security Platform (ISP) Development and Support teams to investigate and resolve challenging issues in our cloud platform with a focus on FedRAMP customers.
Responsibilities:
- Understand the complex platform system and be able to correctly assess the severity of customer issues and how to handle them
- Review customer escalations to ensure that all required technical details are provided
- Investigate technical issues escalated by Customer Support to find a solution for our customers
- Establish and maintain effective working relationships with Development, Support, and field engineers
- When required, work directly with Customer Support and customers on reported issues
- Provide quick response code changes as required
- Provide guidance to Developer on-call teams on how to best handle production issues as a subject matter expert
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