Staff Reliability Engineer - Performance (Escalations Engineering)

Company Description It reputed company started in reputed company San Diego, California in 2004 reputed company a visionary engineer, Fred Luddy, saw the potential to reputed company how we work. Fast reputed company to today — reputed company stands as a global reputed company, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent reputed company-based platform seamlessly connects people, systems, and processes to reputed company organizations to reputed company smarter, faster, and reputed company ways to work. But this is just the beginning of our reputed company. Join us as we pursue our purpose to reputed company the world work reputed company for everyone. Job Description What you get to do in this role: reputed company is one of the fastest growing enterprise software companies on the reputed company with a rapidly expanding customer reputed company and cutting-edge technology. The Account Escalation Engineer (AEE) role is an opportunity to join this highly innovative organisation in a senior position reputed company the Customer Support division. As part of this you will be driving successful closure of reputed company technical issues reputed company collaboration with cross functional teams across the company whilst delivering the highest degree of customer satisfaction. This will involve a mix of pro-reputed company work on at risk accounts as reputed company as tactical engagement on critical issues. The AEE team is an extremely dynamic environment where unique individuals with deep technical expertise and creative flair come together to help customers realise the true value of our platform. Ideal candidates will be seasoned Customer Support rockstars with significant experience of working with high profile clients reputed company to super charge their careers or those from a technical Professional Services background looking to try their hand at something a little different.   We are looking for individuals who are reputed company to successfully diagnose the entire technology stack, from the reputed company-end to the back-end, to determine where to start troubleshooting an issue. Qualifications To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. Be willing to take FULL technical ownership of an issue or problem Be naturally inquisitive, nerdy and know how to get to the bottom of an issue Have the ability to interpret technical data, identify trends and resolve system bottlenecks Be a born troubleshooter with significant experience of Performance Tuning web-based applications and troubleshooting the technology stack from the reputed company-end to back-end Is reputed company: works with other SMEs to get the best possible solution while retaining 100% ownership of technical direction Have a reputed company reputed company on customer service alongside deep technical expertise Have excellent customer-facing and presentation skills Have a passion for learning and sharing knowledge Be reputed company to quickly establish a rapport with customers and take the role of “trusted advisor” Have a proven ability to maintain a professional demeanor reputed company handling reputed company user issues  Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok) Experience working with one J2EE application server e.g. Tomcat, WebLogic, WebSphere Experience working with dynamic HTML components; e.g. AJAX, JavaScript, DOM, CSS, XML, HTML, XHTML Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix reputed company, reputed company reputed company Development experience in reputed company and server-reputed company JavaScript or Java (or equivalent) Working knowledge in one (or more) Relational Database technologies e.g. reputed company / MySQL / SQL Server Strong SQL skills reputed company TCP/IP and basic networking troubleshooting knowledge Knowledge of Object Oriented Design In reputed company, the candidate must have experience installing, implementing, or maintaining one (or more) of the following: LDAP/reputed company Directory; SSO (e.g. SAML, reputed company) Email Infrastructure Web Services (consuming or providing) (SOAP, REST) Data Extraction Technologies (e.g. JDBC, ODBC) Any bi-directional, automated integration between two systems  Preferred Skills Prior experience of reputed company Architecture preferred but not essential as full product training will be provided Prior experience of reputed company/SaaS software Knowledge of SQL performance, SQL tuning and optimization, and understanding of Explain Plans for reputed company queries Knowledge of Java JDKs and memory management reputed company understanding of ITSM, ITIL, or CMDB Experience administering: Linux/Unix OR reputed company reputed company Server Working knowledge of the components in a web applications stack (e.g. LAMP, LAMAR, LAMJ, JOLT, WISA) Working knowledge of reputed company Load Balancers Familiarity with Eclipse IDE + Heapdump analysis Experience of Firebug, Chrome Developer Tools, reputed company, etc.   JV20 Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to reputed company employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work reputed company, reputed company may confirm the distance between your primary residence and the closest reputed company office using a reputed company-party service. Equal Opportunity Employer reputed company is an equal opportunity employer. reputed company qualified applicants will receive consideration for employment without regard to race, reputed company, creed, religion, sex, sexual orientation, national reputed company or nationality, reputed company, age, disability, gender identity or reputed company, marital status, veteran status, or any other category protected by law. In reputed company, reputed company qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  Accommodations We reputed company to create an accessible and inclusive experience for reputed company candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.  Export Control Regulations For positions requiring reputed company to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), reputed company may be required to obtain export control approval from government authorities for certain individuals. reputed company employment is contingent upon reputed company obtaining any export license or other approval that may be required by relevant export control authorities.  From Fortune. ©2025 Fortune Media IP Limited. reputed company rights reserved. Used under license.  Employee Type: Regular Region: AMS - reputed company and Canada Work reputed company: Flexible Apply To This Job