Software Escalation Engineer

This role requires deep technical analysis, hands-on debugging, and cross-functional collaboration to determine whether an issue stems from a code defect, configuration problem, or environmental factor—and to drive it to resolution. Engineering Escalations team serves as a vital link between engineering, operations, and customers, enabling product teams to focus, while ensuring customer-impacting issues are resolved swiftly and effectively.  

We are looking for a highly motivated technical problem-solver with expertise in troubleshooting, root cause analysis, and debugging complex distributed systems for our team.

What will success look like in this position?

Success means being the go-to technical expert who can quickly diagnose and resolve complex, high-impact issues across our distributed systems. You will confidently own escalations from triage to resolution, ensuring customers are back online fast while preventing repeat incidents. Your deep technical insight and cross-team collaboration will strengthen product reliability and reduce operational noise. Over time, you’ll contribute tools, automation, and best practices that make 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

• Act as the technical escalation point for critical customer issues. 
• Perform in-depth debugging of application, infrastructure, and configuration issues. 
• Propose configuration changes, code fixes, or workarounds to restore service. 
• Design and build internal tools, set up complex 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, APIs, 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 with Linux (RHEL/Ubuntu). 
• Experience with containerization & orchestration (Docker, Kubernetes, Helm). 
• Scripting/automation skills in Javascript, Python, Bash, or PowerShell along with IaC tools like terraform, SaltStack or Ansible.  
• Experience with packet capture & analysis (tcpdump, Wireshark). 
• Aptitude towards problem solving. Exceptional ability to communicate complex technical issues to both technical and non-technical audiences. 
• Ability and willingness to pick up new languages and platforms like .NET Core/C# etc. 
• Strong fundamentals in troubleshooting distributed systems and microservices.
• Experience with tools like GDB, WinDBG would be added advantage
  
  

Overview

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

Catchpoint is an equal opportunity employer that strongly prohibits Discrimination and Harassment of any kind. We celebrate diversity and are committed to creating an inclusive and engaging environment for all employees. We welcome applications from all candidates and look forward to receiving yours!