Technical Support Escalation Engineer

Location: Remote (supporting US) Working Hours: Mon-Fri 10AM to 7PM MST. Weekends on-call rotation. Weekends: On-call rotation, entire day availability when required. Education & Technical Qualifications: Bachelor’s degree in computer engineering or equivalent 3-5 years in the enterprise management industries solution development in a software or ASP environment Development or sustaining engineering experience and knowledge of Java, C++, XML, JavaScript, .NET, J2EE Previous hands-on experience with database administration in Oracle and/or SQL Server, T-SQL, PL-SQL Knowledge of information security issues and tools Familiarity with application administration in one or more of the following environments (SAP, Oracle e-Business Suite, Seibel, J.D. Edwards, PeopleSoft) Strong knowledge of ERP, CRM, WMS or MES systems. Knowledge of system and network management issues and tools Working knowledge of: LDAPs, Operating Systems, Databases, Networks, Webservers, Application servers Knowledge of Web Services, Service Oriented Architecture, Web Based UI’s Experience in all levels of SDLC, and ability to effectively manage/execute each phase within scope Job Summary: The primary responsibility of a Technical Support Escalation Engineer is to ensure that the company’s customers receive the highest level of technical support possible and assist in resolving complex incidents. This role involves providing advanced solutions to customers’ issues in a timely, professional, and customer-friendly manner via telephone, email, and other remote media. The Technical Support Escalation Engineer acts as an in-house advocate for customers by providing a positive, unified, and technically invaluable voice of the company to the customers. Responsibilities: Understand customers’ technical architecture and configuration implemented by the company Professional Services Group. Troubleshoot complex solutions and in-depth configurations. Effectively manage incident backlog and proactively inform customers and management of status. Document in-depth configurations and issue resolutions. Develop advanced to engineering-level action plans to address the department’s most complex issues. Perform product ‘code review’ and engineering level ‘code debug testing’. Author professional documentation including knowledge base articles, defect issues, engineering documents, and incident cases. Provide quality product training and other advanced/complex services for customers. Coordinate training criteria and program objectives to transfer knowledge to internal teams. Work in conjunction with Sales and Product teams to identify, educate, and develop long-term strategic relationships with clients and partners.

Location: Mexico, MX

Posted Date: 7/6/2025