Escalation Engineer - job 1 of 3
Skills
- In-depth understanding of Zero Trust principles and technologies such as IAM, endpoint detection & response, network security.
- Technical troubleshooting experience with identity management protocols like SSO, SAML, OAuth, Federation, SCIM.
- Experience supporting multifactor authentication mechanisms such as TOTP, SMS, FIDO, U2F, WebAuth, Email, Push MFA.
- Proficient in using Linux command line tools and analyzing data with grafana, kibana, SQL.
- Strong verbal and written communication skills tailored for technical and business audiences.
- Ability to manage multiple priorities and projects simultaneously.
Responsibilities
- Serve as subject matter expert for Zero Trust technologies including IAM, SASE, endpoint security, and network segmentation.
- Troubleshoot complex issues involving authentication flows, policy enforcement, and secure application access.
- Collaborate with engineering and product teams to identify bugs, provide root cause analysis, and suggest product improvements.
- Create and maintain detailed knowledge base articles, guides, and documentation.
- Provide technical coverage for escalated issues during shift rotations including weekends and Pacific Time hours.
- Triage escalation issues to find efficient resolution paths.
- Work cross-functionally with engineering, sales, and other teams.
Education
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred but not always mandatory.
Benefits
- Comprehensive Medical, Dental, and Vision Insurance plans.
- Flexible Spending and Commuter Spending Accounts.
- Fertility and Family Forming benefits.
- On-demand mental health support and Employee Assistance Program.
- Global Travel Medical Insurance.
- Short and Long Term Disability Insurance.
- Life & Accident Insurance.
- 401(k) Retirement Savings Plan with Stock Participation.
- Flexible paid time off including vacation and sick leave.
- Parental, pregnancy health, medical, and bereavement leave.
Average salary estimate
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