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26 days ago
Requirements and responsibilities
Portnox is a fast-growing, cloud-native cybersecurity company on a mission to simplify zero trust security for organizations of all sizes. As we continue to expand into the enterprise market, we are strengthening our Support organization to deliver world-class technical excellence during critical customer moments. We’re looking for a Technical Escalation Engineer to serve as the highest level of technical authority within Support — driving complex investigations, elevating escalation quality, and ensuring seamless collaboration with Engineering.This is a great opportunity for a highly experienced technical support professional who thrives in high-pressure environments, brings strong analytical rigor, and wants to play a pivotal role in shaping how escalations are handled at a high-growth company.About the Role:Reporting into Support leadership, you will own the most complex and high-severity technical investigations and act as the primary interface between Support and Engineering. You will bring structure, clarity, and technical leadership to critical issues, ensuring that escalations are handled methodically and professionally.This is not a people management role — it is a technical authority role designed to elevate the quality, consistency, and effectiveness of escalation handling across the organization.Key ResponsibilitiesOwn and lead high-severity (Sev 1) customer issues end-to-end, driving structured investigations and clear root cause identificationAct as the senior technical authority on enterprise escalation calls, setting direction and next stepsServe as the escalation gatekeeper by reviewing and approving all escalations to Engineering, ensuring completeness, clarity, and strong reproduction stepsValidate logs, packet captures, and troubleshooting work before escalation — no premature or vague ticketsAct as the primary technical interface between Support and Engineering, translating customer impact into actionable technical detailParticipate in post-incident reviews and ensure learnings are captured and sharedGuide and mentor Technical Support Engineers and Senior TSEs on complex issues, reinforcing structured troubleshooting and a reproduction-first mindsetInfluence documentation quality and contribute to knowledge sharing across the teamAct as the named escalation authority for enterprise customers, providing clarity and confidence during high-pressure situationsSet and uphold technical standards for escalation quality across the Support organizationSkills, Knowledge, and Expertise5+ years in Technical Support, Escalation Engineering, or similar roles in B2B SaaS or cybersecurity environmentsDeep troubleshooting expertise across networking, systems, and cloud environmentsProven experience handling high-severity incidents and enterprise escalationsStrong ability to analyze logs, packet captures, and complex system behaviorExperience working cross-functionally with Engineering teamsExcellent communication skills with the ability to clearly convey complex technical conceptsCalm, methodical, and highly organized approach under pressureNice to have: experience with zero trust or network access solutions and a passion for improving support processes at scaleWhy Join UsOpportunity to make a significant impact on the operations of the company.Collaborative and dynamic work environment with opportunities for professional growth and development.Competitive compensation and benefits package.100% remoteAbout PortnoxPortnox offers cloud-native network and endpoint security essentials that enable agile, resource-constrained IT teams to proactively address today’s most pressing security challenges: the rapid expansion of enterprise networks, the proliferation of connected device types, and the increased sophistication of cyberattacks. Hundreds of companies have leveraged Portnox’s award-winning security products to enforce powerful network access, endpoint risk monitoring and remediation policies to strengthen their organizational security posture. By eliminating the need for any on-premises footprint common among traditional information security systems, Portnox allows companies - no matter their size, geo-distribution, or networking architecture - to deploy, scale, enforce and maintain these security policies with unprecedented ease.
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