Principal Software Escalation Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a pivotal architect for customer stability and product maturity within the Jupiter Group.

• Represent the Voice of the Customer during engineering design and discovery sessions.

• Assess proposed features against actual customer use cases, edge scenarios, implementation challenges, and adoption barriers.

• Establish comprehensive product and supportability requirements for onboarding, self-service troubleshooting, and connectivity assessments.

• Manage the R&D technical escalation strategy and develop a structured, predictive escalation pipeline.

• Oversee PagerDuty alert logic, minimize alert noise, and establish the Definition of Ready for operational transitions.

• Lead advanced Support training and knowledge transfer to empower independent resolution of intricate issues.

• Manage the incident lifecycle and CAPA processes, transforming failures into code, documentation, or process enhancements.

• Leverage field data, identified bugs, and friction points to shape roadmap decisions and prioritize technical debt and usability enhancements.

• Collaborate across functions with R&D, Product, and Customer Success teams.

⛳️ Requirements

• Over 8 years of experience in the software industry (Technical Support, R&D, or Sustaining Engineering).

• More than 5 years of practical experience troubleshooting complex SaaS/Cloud environments (AWS preferred).

• Strong technical expertise in scripting languages such as Python, Bash, or Go.

• Proficiency in reading code and using SQL to independently investigate issues and develop tools.

• A product-engineering mindset focused on customer experience and supportability.

• Outstanding communication and leadership abilities.

• Demonstrated capability to drive cross-team initiatives and influence stakeholders without direct authority.

• Highly self-driven with a robust sense of ownership and accountability.

• Experience in the Cyber Security sector is preferred.

• Background in Customer Success Engineering or Solutions Engineering is preferred.

• Familiarity with defining architectural standards for observability and deployability is preferred.

• Experience establishing “Definition of Ready” processes for handling escalations is preferred.

🏝️ Benefits

• Restricted stock units may be offered.

• Bonus potential may be included.

• Employee benefits are available (specific benefits not listed).

• Immigration sponsorship is eligible.

• Reasonable accommodations for qualified individuals with a disability or special need.