Senior Escalation Engineer

Remote from: Ukraine
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Technical Support
Employment type: Full Time,
Job posted: 9 Jun 2026
Apply before: 9 Jul 2026
Experience level: Senior
Views / Applies: 17 / 2

About company

About TechMagic

We accelerate product development by providing expert software teams that deliver fantastic digital products.

Computer Software
2015

Actively Hiring

AI Summary

This Senior Escalation Engineer role at a leading identity security firm involves resolving complex technical issues through research, reproduction, and troubleshooting. You will collaborate with R&D, Support, and enterprise customers, applying code changes as needed. The position requires strong knowledge of Windows protocols, Active Directory, and AI tools, with at least 5 years of escalation support experience. It is fully remote with on-call rotations, focusing on delivering maximum value to customers. The ideal candidate has a customer-first approach and enterprise-level troubleshooting skills.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires deep technical expertise in Windows protocols, identity security, and troubleshooting complex SaaS systems, along with the ability to apply code changes, making it highly challenging.

Salary Analysis

AI Insight The salary for this role is competitive within the identity security field, reflecting the senior level and specialized skills required. The estimated median of $130,000 aligns with market rates for Senior Escalation Engineers with 5+ years of experience.

Key Skills

Windows Protocols Active Directory Kerberos LDAP AI Tools SaaS Identity Security Troubleshooting Escalation Support Wireshark

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my interest in the Senior Escalation Engineer position at your client, a leader in identity security. With over 6 years of experience in escalation support and deep expertise in Windows protocols, Active Directory, and AI tools like Cursor and Gemini, I am well-prepared to tackle complex technical challenges. My track record includes resolving critical customer issues through root-cause analysis and code changes, ensuring high satisfaction.

I thrive in fast-paced environments and excel at collaborating with R&D and support teams to deliver prompt solutions. My customer-first approach and enterprise-level troubleshooting skills align perfectly with the responsibilities outlined. I am confident I can help drive the success of your client's products.

Thank you for considering my application. I look forward to discussing how I can contribute to your team.

Sincerely,
[Your Name]

Possible Interview Questions

Describe a time when you resolved a complex escalation by applying a code change. What was the issue and how did you approach it?

In a previous role, a customer faced recurring authentication failures due to a Kerberos ticket mismatch. I reproduced the issue in a test environment, traced it to a timing bug in the WinRM implementation, and applied a hotfix that resolved the root cause. I then worked with R&D to integrate the fix into the next release.

How do you prioritize multiple escalations from different customers while on call?

I assess each issue based on severity, impact, and service level agreements (SLAs). Critical issues affecting production get immediate attention. For less urgent cases, I communicate timelines and provide workarounds. I also leverage documentation and automation to expedite resolution.

Explain how you would troubleshoot a complex issue involving Active Directory and LDAP in a hybrid cloud environment.

I would start by gathering logs from both the on-premises AD and cloud components, looking for authentication errors or connection issues. Using Wireshark to analyze LDAP traffic, I can identify timeouts or incorrect attributes. I'd then replicate the scenario in a lab and test changes methodically.

Can you provide an example of how you used AI tools like Cursor or Gemini to assist in troubleshooting?

I used Gemini to analyze a large set of error logs from a failed patch deployment. It identified a pattern related to missing registry keys, which I then verified manually. This sped up the root cause analysis by 40%.

How do you ensure effective communication with R&D and customers during a high-pressure escalation?

I set clear expectations upfront, providing regular status updates in simple terms. I collaborate with R&D by sharing reproducible steps and evidence. For customers, I focus on impact and next steps, ensuring they feel supported and informed until resolution.

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

Apply now >