Senior Escalation Support Engineer - Americas

Camunda is the leader in enterprise agentic automation, orchestrating complex business processes across agents, people, and systems. As the Senior Escalation Support Engineer, you will be responsible for handling complex customer issues that require advanced troubleshooting and collaboration across engineering, product, and support teams.

Responsibilities:

• Advanced Troubleshooting: Address and resolve complex technical issues
• Collaborate and work closely with engineering, product and support teams
• Identify the underlying causes of critical issues and improve processes to prevent recurrence
• Be the point of contact for high-severity or escalated customer cases, ensuring clear communication and satisfactory resolution
• Provide critical issue response by connecting extensively with customers on live calls

Requirements:

• Ability and/or willingness to use our product
• 4 or more years of technical experience with Camunda or similar products
• Hands-on working experience with Java/J2EE
• Able to troubleshoot Java/Spring based applications
• Able to build simple Java/Spring boot based projects for the purpose of replicating the issue
• Experience in working with one of the build automation tools such as Maven, Gradle
• Working knowledge of Docker, Kubernetes, Helm Chart, REST web services, Elasticsearch
• Experience with one of the Relational Databases such as Postgres, MySQL, SQL Server (able to write simple SQL queries, analyze data in database)
• SaaS/Cloud Product Support experience
• Aptitude for quickly understanding complex technical issues, understand a Customer's expectations, products and underlying architecture
• Outstanding communication skills including the ability to match a Customer's communication style and de-escalate stressful situations