Escalation Engineer

Job description

ControlUp is a leader in Digital Employee Experience (DEX), evolving IT operations with agentic AI to deliver Autonomous Endpoint Management (AEM) and a digital workspace that runs itself. Our platform transforms millions of real-time signals into intelligent action, bridging the gap between deep visibility and automated remediation. We turn "IT headaches" and employee frustration into self-healing operations, allowing organizations to move beyond reactive troubleshooting toward a future where technology works seamlessly in the background. We're here to ensure the workday runs without disruptions. No tool sprawl, no wasted time, and no friction. Just technology that works for people, not against them, so they can stay focused on what they do best. One platform. One powerful shift in how work flows. **About the Role:** We are looking to hire a skilled **Escalation Engineer** to work closely with our Customer Support team and provide ControlUp customers enhanced in-depth Support solutions. As an Escalation Support team member, you will be responsible for providing our customers’ complicated issues technical solutions, in-depth ControlUp products including code reading and bug fixes development. ### What You’ll Own: - Provide expert-level technical support for our products - Analyze, diagnose, and debug complex customer issues. - Create and implement patches, fixes, and diagnostic tools. - Take ownership of escalations and drive them toward resolution. - Act as a technical focal point in cooperative relationships with other internal groups. - Coordinate with engineers across various product components to deliver successful outcomes. - Acquire both broad and in-depth product knowledge - Create and improve documentation to help support engineers resolve cases. - Demonstrate strong interpersonal and communication skills. - Push for solutions and collaborate with people across teams. ### What you'll bring: - At least 2 years of hands-on full-stack experience with strong backend skills, working in multi-threaded environments at scale, using .NET - Web services / WCF / IIS - Strong troubleshooting skills - Great interpersonal skills - Ability to work under pressure - Fast at adapting to new technologies Independently driven, proactive, accountable, reliable team player **Nice To Have:** - Development experience with Microsoft SQL and T-SQL - Customer support experience - Experience working with Insights and Splunk - Experience with Windows internals (Win32 API - Hands-on experience with Microsoft environments (Windows Server, NTFS, Active Directory, Exchange, LDAP, IIS, GPO, Azure) - Hands-on hypervisor experience - Solid understanding of data structures, design patterns, and algorithms - Experience with large-scale software projects ### Why You'll Love It Here: - **Global, Not Isolated:** You'll work with a diverse team spanning the US, EMEA, and Israel. We're known for our vibrant social culture, and once a year, the entire global company comes together for a major offsite to reconnect in person. - **Meaningful Impact:** Make a real impact from day one, working with cutting-edge technology in a fast-paced, global environment. - **Collaborative & Growth-Driven:** Join a collaborative, empowering culture where learning and professional growth are encouraged. - **True Flexibility:** We offer a hybrid model. We care about the output of your expertise, not the hours you spend in a specific chair. Ready to join? Apply now and help us shape the future of IT and employee experience.