Technical Escalation Engineer

Portnox is a fast-growing, cloud-native cybersecurity company on a mission to simplify zero trust security for organizations of all sizes. They are seeking a Technical Escalation Engineer to serve as the highest level of technical authority within Support, driving complex investigations and ensuring seamless collaboration with Engineering.

Responsibilities:

• Own and lead high-severity (Sev 1) customer issues end-to-end, driving structured investigations and clear root cause identification
• Act as the senior technical authority on enterprise escalation calls, setting direction and next steps
• Serve as the escalation gatekeeper by reviewing and approving all escalations to Engineering, ensuring completeness, clarity, and strong reproduction steps
• Validate logs, packet captures, and troubleshooting work before escalation — no premature or vague tickets
• Act as the primary technical interface between Support and Engineering, translating customer impact into actionable technical detail
• Participate in post-incident reviews and ensure learnings are captured and shared
• Guide and mentor Technical Support Engineers and Senior TSEs on complex issues, reinforcing structured troubleshooting and a reproduction-first mindset
• Influence documentation quality and contribute to knowledge sharing across the team
• Act as the named escalation authority for enterprise customers, providing clarity and confidence during high-pressure situations
• Set and uphold technical standards for escalation quality across the Support organization

Requirements:

• 5+ years in Technical Support, Escalation Engineering, or similar roles in B2B SaaS or cybersecurity environments
• Deep troubleshooting expertise across networking, systems, and cloud environments
• Proven experience handling high-severity incidents and enterprise escalations
• Strong ability to analyze logs, packet captures, and complex system behavior
• Experience working cross-functionally with Engineering teams
• Excellent communication skills with the ability to clearly convey complex technical concepts
• Calm, methodical, and highly organized approach under pressure
• Experience with zero trust or network access solutions
• A passion for improving support processes at scale