Senior Escalation Engineer

We are looking for a Senior Escalation Engineer to join our client — the worldwide frontrunner in identity security. By emphasising intelligent privilege controls, they deliver the most extensive security solutions for any identity within business applications, distributed workforces, hybrid cloud environments, and throughout the entire DevOps lifecycle. 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. JOB REQUIREMENTS Must have: 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 Nice to have: Network troubleshooting experience, Wireshark/PCAP file analysis Background in security companies 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 OUR 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