Senior Escalation Engineer
Core
Resolve technical issues for IDIRA Secure Infrastructure Access (SIA) solutions by researching, reproducing, and troubleshooting problems for enterprise customers and partners.
Role type
Senior Escalation Engineer (SaaS/Security)
Builds
IDIRA Secure Infrastructure Access (SIA) solutions
Domain
Cybersecurity, SaaS, Enterprise Infrastructure
Deliverable
client delivery
Required skills
Enterprise-level troubleshooting, SaaS system comprehension, root cause analysis, code change implementation, Windows protocols (WinRM, Kerberos, GPOs, Active Directory, LDAP), AI tool usage (Cursor, Gemini, Claude)
Preferred skills
Network troubleshooting, Wireshark/pcap analysis, Security company experience
Technologies
Windows protocols, AI tools (Cursor, Gemini, Claude), Wireshark
Responsibilities
Assist customers in maximizing product value, collaborate with R&D and Support teams, identify root causes and deliver solutions, work directly with customers on reported issues, provide quick response code changes, maintain relationships with R&D, Support, and field engineers
Seniority
Senior, hands-on IC
