RedSeal

Escalation Engineer

N-25-11-700-1 - Remote - Full Time

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.





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