Senior Escalation Engineer

Senior Escalation Engineer

Company: TechMagic Location: Remote (Ukraine) Contract: Permanent

TechMagic is seeking a Senior Escalation Engineer to join a project for a worldwide leader in identity security. This company provides comprehensive security solutions for managing identities across business applications, distributed workforces, hybrid cloud environments, and the entire DevOps lifecycle, with a focus on intelligent privilege controls.

About the Role

In this critical role, you will collaborate with R&D, Support teams, and enterprise customers to resolve complex technical issues. Your responsibilities will include in-depth research, issue reproduction, troubleshooting, and applying code changes when necessary. This is an opportunity to work with cutting-edge technologies, tackle challenging escalations, and contribute to the long-term success of our client's customers.

Key Responsibilities

• Assist customers in maximizing their value from the product.
• Work closely with R&D and Customer Support teams to ensure prompt and high-quality issue resolution.
• Identify root causes, find common ground, and deliver effective solutions.
• Engage directly with customers to address reported issues as required.
• Provide quick-response code changes to resolve critical issues.
• Establish and maintain strong working relationships with R&D, Support, and field engineers.

Requirements

• Minimum of 5 years of experience in escalation support or a similar role within a software company.
• 2+ years of experience in SaaS or enterprise security companies.
• Hands-on experience with AI tools such as Cursor, Gemini, or Claude.
• Strong knowledge of Windows protocols, including WinRM, Kerberos, GPOs, Active Directory, and LDAP.
• A customer-first approach with proven experience managing complex, customer-facing escalations.
• Ability to understand the technical intricacies of complex SaaS systems.
• Experience with enterprise-level troubleshooting and support.
• Network troubleshooting experience, including Wireshark/PCAP file analysis, is a plus.
• A background in security companies is desirable.

Project Details

• Customer: A leading global identity security provider.
• Product: Secure Infrastructure Access (SIA) – enterprise-grade security solutions for identity management.
• Stage: Active development and large-scale enterprise customer support.
• Work Schedule: Full-time, fully remote. This role includes on-call rotations.

What We Offer

• Engage with modern technology stacks in the identity security domain.
• Work from anywhere – fully remote or from our offices in Lviv and Kyiv.
• Comprehensive benefits including paid vacations, sick leaves, additional days-off, and a relocation bonus.
• Wellness programs: Medical insurance, sports compensation, health check-ups, and flu vaccinations.
• Continuous learning opportunities: Regular tech talks, educational courses, paid certifications, and English classes.
• Team activities and perks: Company football team, budget for team lunches, and branded gifts.
• Recognition: Recognized as one of the best IT employers in Lviv based on DOU rating.