Escalation Engineer

Introductie

Are you a technically strong engineer who enjoys solving problems that others cannot? Do you feel just as comfortable diving into .NET code as you do explaining a complex technical issue to a customer?

As an Escalation Engineer, you take ownership of the most complex customer escalations. You investigate what is really happening, determine whether the root cause lies within the customer's infrastructure or the software itself, and translate your technical findings into a clear solution for both the customer and internal teams.

This is not a traditional support role and it is not a pure development position. You operate right at the intersection of engineering, technical support and customer success.

Wat ga je doen?

By the time an issue reaches you, it has already passed through earlier support levels. You become the technical owner and stay involved until there is a clear resolution. That requires deep troubleshooting skills, but also the ability to communicate with customers who may already be frustrated by the situation.

• Take ownership of complex Tier 3 customer escalations and drive them through to resolution;
• Investigate infrastructure, configuration and software issues to identify the true root cause;
• Read, analyze and debug .NET code when an escalation points towards a software issue;
• Develop private fixes where possible or translate technical findings into clear requirements for R&D;
• Act as the technical bridge between customers, Support and R&D, translating complex technical findings into clear and actionable information;
• Manage customer communication throughout the escalation, set expectations and rebuild confidence when issues become critical;
• Document solutions and technical findings so similar issues can be resolved faster in the future.

Dit krijg je ervoor terug!

You will join an international technology company where you are trusted with technically challenging cases and given real ownership from the start. You will work closely with experienced engineers while continuing to deepen both your development and troubleshooting expertise.

• A fully remote position, preferably based in the UK, Netherlands or Germany;
• An attractive salary based on your experience and qualifications.
• A €100 monthly home office allowance, or local equivalent;
• Direct mentorship from an experienced Tier 3 Engineer during your onboarding;
• The opportunity to work on complex technical issues involving real customer environments and software;
• Freedom and responsibility to develop and deploy fixes where the product allows;
• Close collaboration with international Support and R&D teams;
• Plenty of opportunities for technical and professional development;
• An international and social working environment, including a global annual company offsite;
• A direct contract with the client.

Dit ben jij!

You combine the mindset of a developer with the curiosity of a troubleshooter and the communication skills of a customer-facing professional. Finding the technical answer is important to you, but you also understand that a successful escalation ends with a customer who understands what happened and trusts the solution.

You don't necessarily need to have years of Tier 3 support experience. A strong development foundation, technical curiosity and the ability to learn quickly are more important.

• You have at least 2 years of hands-on software development experience, with strong backend experience in .NET;
• You understand multi-threaded applications and are comfortable reading and debugging existing code;
• You have experience with web services, WCF and IIS;
• You have strong troubleshooting and root cause analysis skills across both software and infrastructure;
• You communicate confidently with customers and can remain structured and professional during critical escalations;
• You are able to translate between customer requirements, technical findings and development teams;
• Knowledge of Microsoft SQL/T-SQL, Windows environments, Azure, Active Directory, LDAP, GPO or hypervisors is a strong advantage;
• Experience with customer support, Splunk, Insights or Windows Internals is a plus;
• You are proactive, independent and comfortable taking ownership of a problem until it is solved;
• You are fluent in English. An additional European language is a strong advantage.

Hier ga jij aan de slag:

You will join ControlUp, an international software company specialising in Digital Employee Experience technology. Its platform helps IT teams monitor, troubleshoot and improve digital workplace environments, combining infrastructure visibility, automation and AI-driven capabilities.

You will become part of an international support organisation, working closely with colleagues across EMEA, the US and Israel. Within the EMEA team, you will work alongside experienced engineers and receive direct mentorship as you grow further into the Tier 3 escalation role.

The culture combines the scale and opportunities of an established international technology company with a fast-moving environment where engineers are encouraged to take ownership, keep learning and solve problems together.