Escalation Engineer

📍 Job Overview

• Job Title: Escalation Engineer
• Company: Axonius Federal Systems
• Location: Remote
• Job Type: Full-time
• Category: Technical Support & Customer Success
• Date Posted: July 23, 2025
• Experience Level: 5-10 years
• Remote Status: On-site (Remote work available)

🚀 Role Summary

• Serve as the primary escalation point for complex issues, providing rapid response and resolution to critical customer calls.
• Triage, analyze, and respond to urgent system and software-related issues, including outages, performance issues, and business blockers.
• Utilize monitoring tools and extensive communication with other teams to provide solutions-focused direction.
• Work in a fast-paced, high-impact environment, requiring a high degree of context switching and calm demeanor under pressure.

📝 Enhancement Note: This role is ideal for experienced professionals seeking a challenging, customer-facing position in a dynamic environment, with a focus on problem-solving and quick issue resolution.

💻 Primary Responsibilities

• Primary Escalation Point: Handle complex issues that cannot be resolved by Technical Support Engineers.
• Rapid Triage & Response: Triage, analyze, and respond to urgent system and software-related issues, including outages, performance issues, and business blockers.
• Trending Issues & Wide Events: Triage information from multiple sources to spot and respond to trending issues and wide events.
• Customer Call Support: Immediately join customer calls with customer IT teams, providing solutions to and analysis of high-urgency issues relating to system and/or software.
• Proactive Tools & Priority Issues: Use proactive tools to respond to and resolve priority issues.
• Performance Issue Evaluation: Evaluate performance issues and make resource adjustments to customer environments.
• Outage Coverage: Occasionally cover Outages outside normal working hours.
• Other Duties: Perform other duties as assigned.

📝 Enhancement Note: The role requires strong analytical skills, quick problem-solving abilities, and excellent communication skills to effectively handle complex issues and provide rapid resolution.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 5+ years of senior-level experience in a customer-facing role supporting enterprise software and 5+ years of senior-level professional experience working with APIs, Linux, and Docker.

Required Skills:

• Extensive experience with networking and network troubleshooting.
• Proven experience performing Disk Extensions, OS Upgrades, and Performance Analyses.
• Research skills and ability to understand and resolve complex issues utilizing analysis tools and vendor documentation.
• Experience working with CURL and creating CURL commands based on Python source code.

Preferred Qualifications:

• Experience working with Federal customers.
• Experience with MongoDB, Corralogix, AWS Provisioning, Python, Bash, Redis, and Celery.
• Familiarity with federal cybersecurity regulations and guidelines such as Zero Trust, NIST Cybersecurity Framework, CDM, FISMA, and BOD 23-01.

📝 Enhancement Note: Candidates with a strong background in enterprise software support, networking, and troubleshooting will find this role particularly appealing, as it offers the opportunity to work on complex issues and make a significant impact on customer satisfaction.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate experience in troubleshooting complex system and software-related issues.
• Showcase problem-solving skills and ability to analyze and resolve high-urgency issues.
• Highlight experience working with APIs, Linux, Docker, and other relevant technologies.

Technical Documentation:

• Provide case studies or examples of complex issues resolved, detailing the triage, analysis, and resolution process.
• Include any relevant certifications or training in enterprise software support, networking, or troubleshooting.

📝 Enhancement Note: As this role focuses on issue resolution rather than development, a traditional web portfolio may not be required. However, candidates should be prepared to discuss their problem-solving approach, technical skills, and relevant experience in detail.

💵 Compensation & Benefits

Salary Range: $120,000 - $160,000 per year (Based on market research for senior-level enterprise software support roles in the United States)

Benefits:

• Health, dental, and vision insurance
• 401(k) matching
• Flexible time off
• Employee stock options
• Professional development opportunities
• Competitive salary and benefits package

Working Hours: Full-time (40 hours per week), with occasional on-call duties outside of normal working hours.

📝 Enhancement Note: The salary range is estimated based on market research for senior-level enterprise software support roles in the United States. Actual salary may vary depending on experience, location, and other factors.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cybersecurity and IT services for federal agencies.

Company Size: Medium (100-250 employees)

Founded: 2017

Team Structure:

• The Escalation Engineer will work closely with the Technical Support team, Customer Success team, and other internal teams to resolve complex issues and ensure customer satisfaction.
• The role will report directly to the Manager of Technical Support and Customer Success.

Development Methodology:

• Axonius Federal Systems follows Agile methodologies for software development and issue resolution.
• The company emphasizes collaboration, continuous improvement, and customer-centric problem-solving.

Company Website: https://www.axonius.com/axonius-federal

📝 Enhancement Note: Axonius Federal Systems is a growing company with a strong focus on customer success and a commitment to supporting federal agencies in improving national security. The company values collaboration, innovation, and continuous learning, making it an attractive option for experienced professionals seeking a challenging and rewarding work environment.

📈 Career & Growth Analysis

Escalation Engineer Career Level: This role is a senior-level position, requiring extensive experience in enterprise software support and troubleshooting. The primary responsibility is to serve as the primary escalation point for complex issues, providing rapid response and resolution to critical customer calls.

Reporting Structure: The Escalation Engineer will report directly to the Manager of Technical Support and Customer Success, working closely with other internal teams to resolve complex issues and ensure customer satisfaction.

Technical Impact: The Escalation Engineer will have a significant impact on customer satisfaction, ensuring that critical issues are resolved quickly and effectively. The role will also contribute to the improvement of Axonius Federal Systems' products and services by identifying trends, providing feedback, and collaborating with internal teams to enhance the customer experience.

Growth Opportunities:

• Technical Growth: Develop expertise in Axonius Federal Systems' products and services, as well as related technologies and industry trends.
• Leadership Potential: Demonstrate strong performance and leadership skills to advance to a managerial or senior technical role within the organization.
• Career Transition: Leverage experience and skills gained in this role to transition to other areas of the business, such as product management, customer success, or technical training.

📝 Enhancement Note: The Escalation Engineer role offers significant growth opportunities for experienced professionals seeking to advance their careers in enterprise software support and troubleshooting. The role provides the opportunity to work on complex issues, make a significant impact on customer satisfaction, and develop expertise in Axonius Federal Systems' products and services.

🌐 Work Environment

Office Type: Axonius Federal Systems has an on-site office in the DC-metro area, with remote work options available for eligible employees.

Office Location(s): 11100 Route 119, Suite 101, Woodbridge, VA 22192 (DC-metro area)

Workspace Context:

• The Escalation Engineer will work in a collaborative, fast-paced environment, requiring strong communication and problem-solving skills.
• The role will involve working with various internal teams, including Technical Support, Customer Success, and Engineering, to resolve complex issues and ensure customer satisfaction.
• The workspace will be equipped with the necessary tools and resources to effectively perform the job, including access to relevant software, documentation, and customer information.

Work Schedule: Full-time (40 hours per week), with occasional on-call duties outside of normal working hours. The work schedule may vary depending on business needs and customer requirements.

📝 Enhancement Note: Axonius Federal Systems offers a collaborative, fast-paced work environment with a strong focus on customer success. The company values diversity, inclusion, and work-life balance, making it an attractive option for experienced professionals seeking a challenging and rewarding work environment.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen (30 minutes): A brief phone call to discuss the role, qualifications, and expectations.
2. Technical Deep Dive (60 minutes): A detailed discussion of the candidate's experience and skills related to enterprise software support, networking, and troubleshooting.
3. Customer Call Simulation (60 minutes): A mock customer call scenario to assess the candidate's problem-solving skills, communication, and ability to handle high-urgency issues.
4. Final Interview (30 minutes): A conversation with the hiring manager to discuss the candidate's fit for the role, career goals, and expectations.

Portfolio Review Tips:

• Highlight experience in enterprise software support, networking, and troubleshooting.
• Provide case studies or examples of complex issues resolved, detailing the triage, analysis, and resolution process.
• Emphasize problem-solving skills, communication, and ability to work effectively in a fast-paced, high-urgency environment.

Technical Challenge Preparation:

• Brush up on enterprise software support, networking, and troubleshooting skills.
• Familiarize yourself with Axonius Federal Systems' products and services, as well as related technologies and industry trends.
• Prepare for customer call simulation scenarios by practicing problem-solving techniques and honing communication skills.

ATS Keywords: Enterprise Software, Customer Support, Networking, Troubleshooting, APIs, Linux, Docker, CURL, Python, MongoDB, AWS Provisioning, Federal Customers, Cybersecurity, Agile Methodologies

📝 Enhancement Note: The interview process for the Escalation Engineer role is designed to assess the candidate's technical skills, problem-solving abilities, and communication skills in a fast-paced, high-urgency environment. Candidates should be prepared to discuss their experience and skills in detail and provide specific examples of complex issues resolved.

📌 Application Steps

To apply for this Escalation Engineer position:

1. Submit your application through the application link provided.
2. Tailor your resume and cover letter to highlight your experience in enterprise software support, networking, and troubleshooting.
3. Prepare for the phone screen, technical deep dive, customer call simulation, and final interview by brushing up on your skills and reviewing Axonius Federal Systems' products and services.
4. Research Axonius Federal Systems' company culture, values, and mission to ensure a strong fit for the role and organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.