Escalation Engineer

Remote
Full Time
N-25-11-700-1
Experienced
RedSeal, a pioneer in proactive exposure management and winner of the SC Award for Best CTEM Solution, helps organizations see, understand, and secure their hybrid digital environments—spanning IT, remote, OT, cloud, and IoT. By dynamically modeling the entire environment, RedSeal uncovers hidden assets, misconfigurations, and lateral attack paths; prioritizes exposures based on business-critical impact with Risk Radius™; and continuously validates compliance with internal policies and industry standards. Trusted by hundreds of Fortune 1000 companies and more than 75 U.S. government agencies, including all five branches of the U.S. military, RedSeal strengthens resilience, streamlines operations, and reduces business risk. Visit www.redseal.net to learn more.

The role of the Escalation Engineer is to backstop our customer-facing tech support team for any and all issues that are escalated to the R&D team. This role is part of the R&D team but periodically crosses over into tech-support.  The role sits squarely between Technical Support and R&D

In this role, you will:
  • Become the expert backing the tech support team for network security.  When a problem is too difficult for the tech support team to solve, the issue gets escalated to the R&D team.  You are the first R&D engineer to respond.  You will triage, prioritize, engage your R&D colleagues and see that the issue is fully completed.  More specifically you will:
    • Troubleshoot and replicate customer issues including reviews of network device config files, server logs, XML etc.,
    • Join calls with customers to assist in troubleshooting or fixing
    • Research technical information on networking devices and apply your research to customer or product issues
    • Engage with and work side by side with  R&D engineers if you need their help
    • Debug and reproduce complex customer environments to isolate issues and validate fixes
    • Prioritize, Communicate, and track requests and for product fixes to developers and test the results.
    • Ensure that tech support and management is updated on the status of each case
    • Validate the fixes installed correctly
    • The above activities often happen with some urgency.  Part of your role is to stay calm and focused on solving the problem

Required Qualifications/Skills
  • 10 years of industry (software, network, security, support) experience.
  • Experience working with customers, understanding their use cases and working with them to resolve issues.
  • Experience in building and maintaining networks including familiarity with most of the following: routers, firewalls, vulnerability scanners, load balancers and configuration management databases (CMDB).
  • The escalation engineer is not expected to write product code, but some programming experience is very helpful, preferably with Java, Python and XML.
  • Must be comfortable with *NIX command line. UNIX systems administration experience is a plus, especially Linux.
  • Excellent communication
  • Critical to have excellent problem-solving skills
  • Natural curiosity about how systems and networks work

Preferred Qualifications/Skills
  • Experience with network products from the following vendors: Palo Alto, Cisco, Amazon AWS
  • Experience with modern container deployments like Kubernetes
  • Workflow automation solutions like N8N
  • Comfortable with SQL
  • Ability to write scripts (Python or similar) to utilize a web-based API is helpful



EQUAL OPPORTUNITY EMPLOYMENT
RedSeal is proud to be an equal opportunity employer dedicated to pursuing and hiring a diverse workforce.





#li-remote
Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*