About the job
Join our team as a Senior Technical Escalation Engineer, where you will play a crucial role in resolving complex technical issues related to our cutting-edge Privilege Cloud (pCloud) FedRAMP product. Collaborate closely with the pCloud and Identity Security Platform (ISP) Development and Support teams to tackle challenging problems faced by our FedRAMP customers.
Key Responsibilities:
- Gain an in-depth understanding of our complex platform system to accurately assess the severity of customer issues and determine appropriate handling strategies.
- Review customer escalations to ensure all necessary technical details are provided for effective resolution.
- Investigate technical issues escalated by Customer Support, working diligently to find solutions that meet customer needs.
- Establish and nurture effective working relationships with Development, Support, and field engineering teams.
- Work directly with Customer Support and customers to address reported issues when necessary.
- Provide prompt response code changes as needed to resolve issues swiftly.
- Act as a subject matter expert, offering guidance to Developer on-call teams on effectively managing production issues.

