Senior Escalation Engineer

Engineering Paris, France Paris, France


Your Role :

Escalation Engineers investigate and solve critical, complex, and highly technical issues. They handle technically highly complex, politically charged and financially important cases through collaboration and technical skills and are a key collaboration touchpoint for engineering and support teams.

Your Opportunity:

  • Support SRE in day to day operation work (platform deployment, network configuration, etc.)
  • Assist customers and support engineers to diagnose, troubleshoot, and resolve customer issues.
  • Study customer data, environment and configuration to identify and narrow down root cause;
  • Perform in-depth analysis of issues to support engineering fixes and highlight common issues and trends;
  • Act as a technical focal point and lead cooperative work with other internal teams to solve critical field issues 
  • Analyze trends of escalated issues to propose areas of improvement to the product
  • Develop tools, scripts and processes to automate troubleshooting activities and speed up future issues resolution time
  • Be the top technical resource for the company’s strategic customers;

What You'll Need:

  • BS/MS in Computer Science or related technical discipline;
  • Must be able to work in a fast-paced technical environment and cyber-security products with continuous deployments;
  • Coding/Scripting experience (PowerShell, NodeJS, C#, SQL)
  • Troubleshooting experience in both cloud and on-premise environments - both Linux and Windows
  • Understanding of code-level techniques for troubleshooting - like trace and source code analysis, debugging tools, reverse engineering...
  • Creative and critical thinking skills;
  • Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution;
  • Ability to build business relationship with key customer contacts and other internal teams;
  • Must be able to work independently as well as in a team environment;
  • Interest in cybersecurity
  • Good English speaking and ability to work in a multi-cultural environment.

If you’ve reached this point in the job description and feel you’re still not sure if you should apply…Just do it! We know there are no perfect applicants. You may not have 100% of all those bullets listed above - and that’s okay. If you’re feeling like you’re not going to fit in with our teams - that’s not ok. We're One Tenable which means however you identify and whatever background you bring with you, we encourage you to submit an application if it’s a role you can be passionate about doing every day.

We’re committed to promoting Equal Employment Opportunity (EEO) at Tenable - through all equal employment opportunity laws and regulations at the international, federal, state and local levels.