[Hiring] Senior Escalation Engineer @TechMagic

Role Description

We are looking for a Senior Escalation Engineer to join our client — the worldwide frontrunner in identity security. In this role, you will work with SIA R&D, Support, and enterprise customers to resolve complex technical issues through research, reproduction, and troubleshooting — applying code changes as needed. You'll learn new technologies, tackle challenging escalations, and drive key initiatives that ensure the long-term success of our client's customers.

Qualifications

• Minimum 5 years of experience in escalation support or a similar role within a software company
• 2+ years of experience at SaaS or security enterprise companies
• Hands-on knowledge of AI tools (Cursor, Gemini, Claude)
• Strong Windows protocols knowledge: WinRM, Kerberos, GPOs, Active Directory, LDAP
• Customer-first approach with proven experience handling complex, customer-facing escalations
• Ability to comprehend the technical aspects of complex SaaS systems
• Enterprise-level troubleshooting and support experience

Requirements

• Network troubleshooting experience, Wireshark/PCAP file analysis (Nice to have)
• Background in security companies (Nice to have)

Key Responsibilities

• Help customers get maximum value from the product
• Collaborate closely with R&D and Customer Support teams to address issues promptly and with high quality
• Identify root causes, find common ground, and deliver solutions
• Work directly with customers on reported issues when required
• Provide quick-response code changes as needed
• Establish and maintain effective working relationships with R&D, Support, and field engineers

Project

• Customer: The worldwide frontrunner in identity security.
• Product: Secure Infrastructure Access (SIA) — enterprise-grade security solutions for managing identities across business applications, hybrid cloud environments, and the DevOps lifecycle.
• Stage: Active development and enterprise-scale customer support.
• Work schedule: Full-time, fully remote. This role includes on-call rotations.

Interview Stages

• HR interview with our recruiter
• Technical Interview
• Interview with Client

Benefits

• Projects with modern stack in the identity security domain
• Work from anywhere (fully remotely or in our offices in Lviv and Kyiv)
• Paid vacations and sick-leaves, additional days-off, relocation bonus
• Wellness: Medical insurance / sport compensation / health check-up + flu vaccination at your choice
• Education: regular tech-talks, educational courses, paid certifications, English classes
• Fun: own football team, budget for team-lunches, branded gifts
• One of the best IT employers in Lviv based on DOU rating

Recruiter

Yuliia Nochovna