Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more
We are seeking a highly skilled and analytical Sr. Escalation Engineer to join our Development Organization. In this role, you will serve as the critical escalation point for complex technical issues that cannot be resolved by frontline support teams. You will leverage deep product expertise, system administration capabilities, and advanced database skills to troubleshoot and resolve the most challenging problems. Your work will involve close collaboration with Technical Support, Field Engineering, Product Management, and Product Development teams to ensure timely resolution of issues and maintain customer satisfaction.
This position offers the opportunity to influence product quality and reliability by addressing high-impact technical challenges and driving continuous improvement across our solutions.
What You'll Do
The escalation point for technical issues being escalated from the TechnicalSupport Engineers
Responsible for reproducing/confirming product defects and reporting such defects to the Development team
Responsible for escalating technical issues to Engineering, Product Development and Software Development teams
Working with the TSE and the customer on phone and remote sessions to troubleshoot/resolve issues
Work continuously to increase Level 2 & 3 TSE’s product knowledge by reviewing escalated cases on a frequent basis
Ensure customer and partner inquiries are responded to within established time-frames and technical support service levels are achieved
Responsible for having at least weekly communications/meetings with Technical Support and De