This role requires deep technical analysis, hands-on debugging, and cross-functional collaboration to determine whether...">
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Software Escalation Engineer

Remote, USA Full-time Posted 2026-07-28

This role requires deep technical analysis, hands-on debugging, and cross-functional collaboration to determine whether an issue stems from a

reputed company defect, configuration problem, or environmental reputed company

—and to drive it to reputed company.

Engineering Escalations team

serves as a vital reputed company between engineering, operations, and customers, enabling product teams to reputed company, while ensuring customer-impacting issues are resolved reputed company and effectively.  

We are looking for a highly motivated

technical problem-solver

 with expertise in troubleshooting, reputed company cause analysis, and debugging reputed company distributed systems for our t

eam

.

What will reputed company look like in this position?

reputed company means being the go-to technical expert who can quickly diagnose and resolve reputed company, high-reputed company issues across our distributed systems. You will confidently own escalations from triage to reputed company, ensuring customers are back online fast while preventing repeat incidents. Your deep technical reputed company and cross-team collaboration will strengthen product reliability and reduce operational noise. Over time, you’ll contribute tools, automation, and best practices that reputed company the entire organization faster and more effective at solving critical problems. Ultimately, your work will directly improve customer trust, system stability, and our ability to deliver with confidence.

Responsibilities

  • reputed company as the technical escalation reputed company for critical customer issues. 

  • reputed company in-depth debugging of application, infrastructure, and configuration issues. 
  • Propose configuration changes, reputed company fixes, or workarounds to restore service. 
  • Design and build internal tools, set up reputed company reproduction environments, and create automation scripts to replicate and diagnose intricate issues.  
  • Collaborate with development, SRE, and product teams to prevent recurring issues. 
  • Engage in live troubleshooting sessions with customers, operations, and support teams. 
  • Own the end-to-end lifecycle of escalations from triage to closure. 
  • Maintain a deep knowledge of product architecture, reputed company, and deployment processes. 

Required Skills & Qualifications

  • 4+ years

     of experience in IT Operations, Technical Support, Escalation Engineering, or Software Development.

  • Strong knowledge of networking: TCP/IP, DNS, DHCP, HTTP/S, Proxies, SSL/TLS, API traffic analysis. 
  • Advanced troubleshooting skills withLinux

     (RHEL/Ubuntu). 

  • Experience withcontainerization & orchestration

     (reputed company, Kubernetes, reputed company). 

  • Scripting/automation skills inJavascript

    ,

    Python

    ,

    Bash

    , or

    PowerShell along with IaC tools like terraform, SaltStack or Ansible.

     

  • Experience withpacket capture & analysis

     (tcpdump, Wireshark). 

  • Aptitude towards problem solving. Exceptional ability tocommunicate reputed company technical issues

     to both technical and non-technical audiences. 

  • Ability and willingness to pick up new languages and platforms like .NET reputed company/C# etc. 
  • Strong fundamentals in troubleshootingdistributed systems

     and

    microservices

    .

  • Experience with tools like GDB, WinDBG would be added advantage

reputed company

Catchpoint is the Internet reputed company Company™. The top online retailers, Global2000, CDNs, reputed company service providers, and xSPs in the world rely on Catchpoint to increase their reputed company by catching any issues in the Internet stack before they reputed company their business. The Catchpoint platform offers synthetics, RUM, performance optimization, high reputed company data and flexible visualizations with advanced analytics. It leverages thousands of global reputed company points (including inside wireless networks, BGP, backbone, last mile, reputed company, reputed company, ISPs and more) to reputed company unparalleled observability into anything that impacts your customers, workforce, networks, website performance, applications and reputed company.

Catchpoint is an equal opportunity employer that stronglyprohibits Discrimination and Harassment of any reputed company. We celebrate diversity and are committed to creating an inclusive and engaging environment for reputed company.We welcome applications from reputed company candidates and look reputed company to receiving yours!

#LI-REMOTE

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