Principal Software Escalation Engineer
Core
Principal Escalation Engineer acting as the 'Voice of the Customer' to shape product design, supportability, and roadmap decisions within the Jupiter Group cybersecurity platform.
Role type
Principal Software Escalation Engineer (Product-Engineering)
Builds
Next-generation cloud cybersecurity platform (Jupiter Group)
Domain
Cybersecurity / SaaS / Cloud
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Complex SaaS/Cloud troubleshooting, Python/Bash/Go scripting, SQL, architectural design review, incident lifecycle management, cross-functional stakeholder influence, operational excellence (PagerDuty/alert logic), roadmap prioritization based on field data
Preferred skills
Cyber Security domain experience, Customer Success Engineering background, architectural standards for observability, 'Definition of Ready' process definition
Technologies
AWS, Python, Bash, Go, SQL, PagerDuty
Responsibilities
Validate feature designs against real-world customer use cases before development; Define holistic product and supportability requirements including onboarding and self-service tools; Own the R&D escalation strategy to replace reactive handling with a predictive pipeline; Drive operational excellence by managing alert logic and operational handoffs; Empower the support organization through training and knowledge transfer; Lead incident lifecycle and CAPA processes; Influence strategic roadmap decisions using field data.
Seniority
Principal, hands-on IC with strategic influence
