Senior Escalation Support Engineer - Americas

Camunda

122d • $128,500 - $212,000

About The Position

As the Senior Escalation Support Engineer, you will be responsible for handling complex customer issues that require advanced troubleshooting, deep technical expertise, and collaboration across engineering, product, and support teams. You will work as the bridge between frontline support and engineering, ensuring critical incidents are resolved efficiently while improving processes to prevent future issues.

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

Responsibilities

• 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

Benefits

• Competitive, fair, and transparent compensation
• Remote & Flexible: Work from anywhere with the setup that suits you, home office budget, co-working space support, and flexible time off
• In Person Connection: Annual Kickoff, team offsites, and local gatherings
• Access locally tailored healthcare, Modern Health for global mental wellbeing, and an annual fitness reimbursement
• Retirement and pension plans, plus life and disability insurance
• Up to $/€/£1,000 per year for self-driven learning: courses, certifications, books

What This Job Offers

• Career Level: Senior
• Number of Employees: 501-1,000 employees