Job description

Summary:

The Escalation Engineer is responsible for providing technical support to customers and resolving complex technical issues in customer escalations. The ideal candidate will have a strong understanding of the company's products and technologies, as well as excellent communication and problem-solving skills.

Responsibilities:

Serve as a bridge between the support team and the core engineering team
Investigate and resolve complex technical issues in customer escalations
Provide technical support to customers
Triage escalated issues and implement quick bug fixes after reviewing the code base
Develop tools and processes to streamline the escalation process and improve triaging efficiency
Work with the engineering team to improve product quality and reliability

Qualifications:

Bachelor's degree in computer science or a related field
5+ years of experience in technical support or customer escalations
Strong understanding of the company's products and technologies
Excellent communication and problem-solving skills
Ability to work independently and as part of a team
Strong analytical and critical thinking skills

Our Culture

We’re driven to build a strong company culture and are looking for individuals with solid alignment with the following:

Ownership Mindset
Act with Integrity
Guardians of our Customers
Opinionated Humility
Build Trust, Earn Trust

At Veza, your base pay is one part of your total compensation package. For this position, the reasonably expected pay range can be discussed with your recruiter for the level at which this job has been scoped. Your base pay will depend on several factors, including your experience, qualifications, education, location, and skills. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for equity and a competitive benefits package.

Veza is proud to be an equal opportunity employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. We also consider qualified applicants according to applicable federal, state, and local laws. If a candidate with a disability requires an accommodation during the recruitment process, please email recruiting@veza.com

About Veza

Veza is the identity security company. Identity and security teams use Veza to secure identity access across SaaS apps, on-prem apps, data systems, and cloud infrastructure. Veza solves the blind spots of traditional identity tools with its unique ability to ingest and organize permissions metadata in the Veza Authorization Graph. Global enterprises like Blackstone, Wynn Resorts, and Expedia trust Veza to visualize access permissions, monitor permissions activity, automate access reviews, and remediate privilege violations. Founded in 2020, Veza is headquartered in Redwood City, California, and is funded by Accel, Bain Capital, Ballistic Ventures, GV, Norwest Venture Partners, and True Ventures. Visit us at veza.com and follow us on LinkedIn, Twitter, and YouTube.

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