Escalation Engineer
SaaS / Software / United Kingdom / Remote
You will join our partner, an international software company and recognized leader in Digital Employee Experience. The company helps IT teams move from reactive troubleshooting to digital workplaces that detect and resolve issues themselves, powered by agentic AI. With nearly 500 colleagues worldwide, a strong market position and consistent growth, this is an organization that is well established and still moving fast.
We are looking for an Escalation Engineer who becomes the technical focal point for the most complex customer issues that first and second line support cannot resolve. You are not purely a developer and not purely a support engineer. You own the customer conversation, find out whether the problem sits in the customer environment or in the software itself, and go straight into the code to find the root cause. Depending on the product, you build and ship the fix yourself. You join an EMEA support team of around 10 engineers and are mentored directly by the current Tier 3 engineer as you grow into the role.
What you will do
- You take ownership of complex, escalated customer issues and drive them all the way to resolution.
- You analyze whether a problem sits in the customer's own environment, such as a VDI or infrastructure misconfiguration, or in the software itself.
- When the issue is a software bug, you read and debug the underlying code to identify the root cause.
- Depending on the affected application, you build and deploy a private fix directly to the customer, or work with R&D to specify and validate the fix.
- You act as the technical bridge between Support, R&D and the customer, keeping everyone aligned until the issue is closed.
- You create and improve internal documentation so other support engineers can resolve similar cases faster.
- You keep frustrated customers calm and confident that their issue is being handled.
What you bring
- At least 2 years of hands on full stack experience with strong backend skills in .NET, working in multithreaded environments at scale.
- Experience with web services, WCF and IIS.
- Strong troubleshooting skills and the ability to stay structured under pressure.
- Great interpersonal and communication skills, able to own a difficult customer conversation and rebuild trust.
- Quick to adapt to new technologies, independent, proactive and reliable.
- Any additional European language is a strong plus.
- A plus: Microsoft SQL development, customer support experience, Splunk, Windows internals (Win32 API) and hypervisors.
- A plus: hands on experience with Microsoft environments such as Windows Server, Active Directory, Exchange, LDAP, GPO and Azure.
What you can expect
- Fully remote role, with flexibility on location across Europe.
- A competitive salary, depending on experience and seniority.
- €100 home office allowance per month.
- Direct mentorship from an experienced Tier 3 engineer during onboarding.
- A global support organization of 20 to 25 people across the UK, EMEA, the US and Israel.
- Real ownership from day one, with the mandate to build and ship your own fixes.
- Annual global offsite and a social company culture.