Level 3 / Escalation Engineer

The Role

As a Level 3 / Escalation Engineer on our Engineering team, you will support our award-winning enterprise monitoring platform, SysTrack. This role requires a broad technical background with strong triage and troubleshooting skills, experienced in manage diverse cases for enterprise customers. You will be responsible for managing critical escalations by identifying and troubleshooting complex problems in partnership with our Technical Services, Product and Engineering teams globally. This role requires cleverness, creativity, and familiarity with C++, C#, and SQL.

What You'll Do

The core functions of this role include:

• Providing expert-level support for SysTrack by triaging and troubleshooting highly critical escalations 
• Managing and resolving a variety of cases for enterprise customers, ensuring timely and effective solutions 
• Identifying, recording, documenting, and thoroughly tracking cases and bugs to ensure accurate reporting and resolution 
• Developing and implementing test applications to aid in the debugging and troubleshooting of software 
• Debugging others’ code to identify and resolve potential issues, ensuring optimal performance and functionality 
• Identifying root causes of issues and implementing long-term solutions to prevent recurrence 
• Collaborating cross functionally with our Technical Services, Product, and Engineering teams globally 
• Actively managing assigned caseloads, ensuring timely and efficient resolution of issues 
• Maintaining thorough documentation of cases and resolutions for knowledge sharing and continuous improvement 

What You'll Bring to the Team

The key requirements for this role include:

• Proven experience in a Level 3 or Escalation Engineer role, preferably within enterprise software 
• Bachelor's degree in Computer Software/Engineering or equivalent 
• Strong proficiency in multiple technologies, including experience with one or more of the following technologies: C#, C++, JavaScript, SQL, SQLServer, and/or IIS 
• SQL Server DBA Experience (a plus) 
• Programming experience or QA/Technical Support related experience (desirable) 
• Experience working with Zendesk and/or Jira (preferred) 
• Demonstrated experience in live debugging code to diagnose and resolve issues in real-time 
• Excellent problem-solving and analytical skills with the ability to handle complex issues 
• Customer-facing with exceptional communication and interpersonal skills for working with a diverse range of technical and non-technical professionals 
• Ability to consistently deliver to deadlines while prioritising competing demands for work 
• A keen interest in the technology and a drive to develop yourself both in technical knowledge and its application to meet customer requirements 
• Ability to work independently and as part of a small, fast-moving, high-performing team 

Additional Details

• Remote or Hybrid; the onsite requirement is based on the hire's proximity to the London office

*Please note that we are not partnering with staffing agencies on this search 

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