Technical Escalation Engineer
Portnox
2 days ago
Full-time
Remote
Automation
Portnox is a fast-growing, cloud-native cybersecurity company on a mission to simplify zero trust security for organizations of all sizes. As we continue to expand into the enterprise market, we are strengthening our Support organization to deliver world-class technical excellence during critical customer moments. We’re looking for a Technical Escalation Engineer to serve as the highest level of technical authority within Support — driving complex investigations, elevating escalation quality, and ensuring seamless collaboration with Engineering.
This is a great opportunity for a highly experienced technical support professional who thrives in high-pressure environments, brings strong analytical rigor, and wants to play a pivotal role in shaping how escalations are handled at a high-growth company.
About the Role:
Reporting into Support leadership, you will own the most complex and high-severity technical investigations and act as the primary interface between Support and Engineering. You will bring structure, clarity, and technical leadership to critical issues, ensuring that escalations are handled methodically and professionally.
This is not a people management role — it is a technical authority role designed to elevate the quality, consistency, and effectiveness of escalation handling across the organization.
Key Responsibilities
- Own and lead high-severity (Sev 1) customer issues end-to-end, driving structured investigations and clear root cause identification
- Act as the senior technical authority on enterprise escalation calls, setting direction and next steps
- Serve as the escalation gatekeeper by reviewing and approving all escalations to Engineering, ensuring completeness, clarity, and strong reproduction steps
- Validate logs, packet captures, and troubleshooting work before escalation — no premature or vague tickets
- Act as the primary technical interface between Support and Engineering, translating customer impact into actionable technical detail
- Participate in post-incident reviews and ensure learnings are captured and shared
- Guide and mentor Technical Support Engineers and Senior TSEs on complex issues, reinforcing structured troubleshooting and a reproduction-first mindset
- Influence documentation quality and contribute to knowledge sharing across the team
- Act as the named escalation authority for enterprise customers, providing clarity and confidence during high-pressure situations
- Set and uphold technical standards for escalation quality across the Support organization
Skills, Knowledge, and Expertise
- 5+ years in Technical Support, Escalation Engineering, or similar roles in B2B SaaS or cybersecurity environments
- Deep troubleshooting expertise across networking, systems, and cloud environments
- Proven experience handling high-severity incidents and enterprise escalations
- Strong ability to analyze logs, packet captures, and complex system behavior
- Experience working cross-functionally with Engineering teams
- Excellent communication skills with the ability to clearly convey complex technical concepts
- Calm, methodical, and highly organized approach under pressure
- Nice to have: experience with zero trust or network access solutions and a passion for improving support processes at scale
Why Join Us
- Opportunity to make a significant impact on the operations of the company.
- Collaborative and dynamic work environment with opportunities for professional growth and development.
- Competitive compensation and benefits package.
- 100% remote