Escalation Engineer

At Vintti, we're redefining the economics of staffing for US businesses. Our agency connects SMBs, startups, and firms with top Latin American talent, offering a dual benefit of high-quality work and cost savings. By tapping into this rich talent pool, our clients can optimize their budgets, increase productivity, and gain a competitive advantage in their respective markets.

An Escalation Engineer serves as a critical technical specialist who addresses and resolves advanced technical issues that frontline support teams cannot resolve. Leveraging deep expertise and analytical skills, they diagnose complex system problems, offering advanced troubleshooting and root cause analysis to ensure efficient resolution. This role often collaborates closely with other engineering teams to escalate unresolved issues, ensuring that they are handled with precision and speed. Additionally, Escalation Engineers play a key role in improving support processes by identifying recurring issues and providing feedback to prevent future escalations, contributing significantly to customer satisfaction and product reliability.

- Bachelor's degree in Computer Science, Information Technology, or related field
- 5+ years of experience in technical support, engineering, or related field
- Proficiency in troubleshooting complex software and hardware issues
- Strong knowledge of debugging techniques and tools
- Experience with monitoring and alerting tools (e.g., Nagios, Splunk)
- Excellent problem-solving skills and attention to detail
- Solid understanding of operating systems (Windows, Linux, macOS)
- Knowledge of networking concepts and protocols (TCP/IP, DNS, DHCP)
- Familiarity with database systems (SQL, NoSQL)
- Proficient in scripting and automation (Python, Bash, PowerShell)
- Strong communication skills for effectively interacting with customers and teams
- Ability to document technical issues and resolutions clearly
- Experience with software development lifecycle and agile methodologies
- Ability to manage multiple priorities and work under pressure
- Certifications in relevant technologies (e.g., CompTIA, Cisco, Microsoft) are a plus
- Proactive approach to identifying potential issues and implementing solutions
- Ability to work collaboratively in a team environment and share knowledge
- Experience in coordinating with cross-functional teams to resolve escalated issues
- Flexibility to participate in on-call rotations and respond to incidents outside of standard hours

- Investigate and resolve complex technical issues escalated from frontline support teams
- Collaborate with cross-functional teams to identify root causes and develop solutions
- Provide advanced troubleshooting and debugging for software and hardware issues
- Communicate clearly with customers to understand their issues and explain solutions
- Develop and maintain documentation for known issues and resolutions
- Monitor and manage escalated incidents for timely resolution
- Implement and support advanced monitoring and alerting tools
- Participate in post-incident reviews to analyze and improve response processes
- Proactively identify potential problems and implement preventive measures
- Share knowledge and mentor frontline support staff on advanced troubleshooting techniques
- Coordinate with product development teams on software bugs and feature requests
- Participate in regular team meetings to share insights and stay updated on current issues
- Test and validate patches, updates, and workarounds before deployment
- Maintain detailed records of all escalation cases and actions taken
- Provide technical input and recommendations for product improvements based on customer feedback and escalated cases

The ideal candidate for the Escalation Engineer role is a highly analytical and technically adept individual with a Bachelor's degree in Computer Science, Information Technology, or a related field and over five years of experience in technical support or engineering roles. They possess a deep expertise in troubleshooting complex software and hardware issues, coupled with a strong knowledge of debugging techniques and tools. Proficient in operating systems such as Windows, Linux, and macOS, and with a solid grasp of networking concepts and protocols, they bring a well-rounded technical background to the table. The ideal candidate is well-versed in scripting and automation with languages like Python, Bash, and PowerShell and has experience with monitoring and alerting tools such as Nagios and Splunk. They exhibit outstanding problem-solving skills, a high attention to detail, and the ability to document technical issues and resolutions clearly. Demonstrating excellent communication skills, they can effectively interact with customers and cross-functional teams, providing precise explanations and fostering collaborative efforts to resolve escalated issues. Their proactive approach to identifying and mitigating potential problems, alongside their ability to manage multiple priorities under pressure, highlights their strong time management and organizational skills. With certifications in relevant technologies being a plus, they demonstrate a dedication to continuous learning and professional development. This individual is self-motivated, empathetic, patient, and has a keen interest in technology, all of which make them an adept and dedicated team player committed to delivering high-quality customer service.

- Investigate and resolve complex technical issues escalated from frontline support teams
- Collaborate with cross-functional teams to identify the root cause of problems and develop solutions
- Provide advanced troubleshooting and debugging of software and hardware
- Communicate effectively with customers to understand their issues and explain solutions
- Develop and maintain documentation for known issues and their resolutions
- Monitor and manage escalated incidents to ensure timely resolution
- Implement and support advanced monitoring and alerting tools
- Participate in post-incident reviews to analyze and improve response processes
- Proactively identify potential problems and implement preventive measures
- Share knowledge and mentor frontline support staff on advanced troubleshooting techniques
- Coordinate with product development teams to address software bugs and feature requests
- Participate in regular team meetings to share insights and stay updated on current issues
- Test and validate patches, updates, and workarounds before deployment
- Maintain detailed records of all escalation cases and actions taken
- Provide technical input and recommendations for product improvements based on customer feedback and escalated cases

- Analytical mindset and strong problem-solving abilities
- Excellent critical thinking and decision-making skills
- High attention to detail and thoroughness in resolving issues
- Ability to learn quickly and adapt to new technologies
- Strong interpersonal skills for effective communication with customers and teams
- Patient and empathetic approach to customer interactions
- High level of technical expertise and keen interest in technology
- Strong time management skills and ability to prioritize tasks effectively
- Self-motivated and proactive in identifying and addressing potential issues
- Ability to work well under pressure and in fast-paced environments
- Collaborative team player with a willingness to share knowledge and support colleagues
- Dedication to continuous learning and professional development
- High degree of accountability and ownership of tasks and issues
- Strong organizational skills and the ability to maintain detailed and accurate records
- Commitment to delivering high-quality customer service
- Effective in balancing multiple priorities and managing complex cases
- Strong written and verbal communication skills for clear documentation and explanations

- Competitive salary range based on experience and qualifications
- Comprehensive health benefits including medical, dental, and vision coverage
- Retirement savings plan with company matching contributions
- Paid time off including vacation, sick leave, and holidays
- Flexible work hours and remote work opportunities
- Professional development and training programs
- Opportunities for career advancement within the company
- Employee assistance program for mental health and wellness support
- Generous parental leave policy
- Company-sponsored events and team-building activities
- Discounted access to company products and services
- Health and wellness programs, including gym membership discounts
- Tuition reimbursement for continuing education and certifications
- Access to the latest technologies and tools
- Performance bonuses and incentive programs
- Employee referral program with rewards
- Collaborative and inclusive work environment
- Company-sponsored volunteer opportunities and community involvement initiatives