Technical Escalations Engineer 2 (Network Monitoring) - EMEA

As the company's in-house product experts, the Technical Escalation Engineering (TEE) team plays a critical role in driving our global success. We enable our customers, from the world's most innovative startups to the largest enterprises.

Through deep technical expertise, relentless problem-solving, and exceptional customer engagement, we educate, guide, and troubleshoot, delivering high-impact solutions that shape the customer experience. Whether through hands on technical call, in depth fact findings meeting, or complex investigations, we set the gold standard for technical excellence and customer advocacy.

As part of our TEE team, you'll tackle the most challenging technical problems, collaborate directly with Engineering and Product to refine and evolve our platform, and mentor teams worldwide, elevating the technical bar at every level.

As part of the Technical Escalation Engineering (TEE) team, you'll operate at the heart of the company's ecosystem, working at the intersection of Technical Solutions, Engineering, Product, and our Customers. Every challenge you take on will directly impact the performance, scalability, and success of both our clients and our platform. You'll be in an environment that moves fast, challenges you daily, and rewards curiosity, ownership, and technical excellence.

This is your chance to shape the future of observability and security, driving innovation, mentoring teams, and influencing product direction while witnessing your expertise make an immediate and lasting impact.

• Develop deep technical expertise and continuously learn as the product evolves.
• Investigate complex escalations, lead high stakes technical calls, and drive solutions for our most critical customer challenges with urgency and precision.
• Run engaging office hours, deliver impactful learning sessions, and mentor the Global Support Engineering team (GSE), ensuring they're equipped to handle any challenge.
• Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers in shaping the evolution of our platform.
• Become the go to expert on Network Monitoring at the company, mastering both the technical landscape and the customer experience over Network Device Monitoring, SNMP, Cloud Network Monitoring, Network Path.
• Build tooling, sandboxes, and automations to streamline debugging and troubleshooting for complex issues.

• A self driven problem solver with an obsession for excellence and continuous learning. You thrive in ambiguity, take initiative, and push beyond expectations.
• A strategic thinker who defaults to a client centric approach, proactively identifying opportunities to enhance customer experience while balancing technical feasibility.
• An independent, fast learner, capable of picking up new technologies, adapting to evolving priorities, and crafting innovative solutions to complex technical issues.
• A collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence.
• An expert in troubleshooting network specific issues comfortable navigating containerized environments like Docker and Kubernetes.
• Hands on experience working across Linux, Windows, and MacOS, with strong system level troubleshooting and administration skills (processes, services, networking, file systems, kernel, eBPF etc.).
• Familiar with CLIs, APIs, and config files (YAML/JSON), and can confidently guide others toward best practices.

• Computer Science or Engineering majors
• Experienced in using Zendesk, Jira, Confluence, or similar softwares.
• Familiarity with the company, integrations ecosystem, or similar observability platforms is a strong plus.

• Generous and competitive benefits
• New hire stock equity (RSUs) and employee stock purchase plan
• Continuous career development and pathing opportunities
• Product training to develop an in-depth understanding of our product and space
• Best in breed onboarding
• Internal mentor and buddy program cross departmentally
• Friendly and inclusive workplace culture

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with the company.

the company is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.