Escalation Engineer Team Lead

Varonis • Morrisville, NC

19d • Onsite

About The Position

This position is for an Escalation Engineer Team Lead based in Morrisville, NC. The role involves providing technical support for software products, analyzing and debugging complex customer issues, and developing solutions like enhancements, patches, fixes, and diagnostic tools. The Team Lead will also manage escalations, act as a technical focal point in cooperative relationships with other internal groups, coordinate with engineers across various product components, and improve documentation for training. Additionally, the role includes conducting research for new solutions and methodologies to resolve product issues, and leading engineers in an agile environment.

Requirements

• Bachelor’s degree
• 3 years of experience

Responsibilities

• Provide technical support for software products
• Analyze, diagnose, and debug complex customer issues
• Create and implement enhancements, feature requests, patches, fixes, and diagnostic tools
• Handle escalations and drive resolutions
• Act as a technical focal point in cooperative relationships with other internal groups
• Coordinate with engineers from various product components to deliver success
• Create and improve documentation to train engineers to resolve cases
• Conduct research for new solutions and methodologies to resolve product issues
• Lead engineers in an agile environment

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees