Sr Staff Software Escalation Engineer - Identity Security Management Platform

Responsibilities

• Serve as the highest level of engineering escalation for complex production issues across Identity Security Administration (ISA), Secure Infrastructure Access (SIA), Privilege Cloud, and Tenant Management (TM).
• Own production investigations from initial escalation through root cause identification and engineering resolution.
• Reproduce complex production issues and analyze logs, metrics, traces, telemetry, APIs, source code, and system behavior to isolate root causes.
• Partner directly with global R&D teams to diagnose software defects, validate findings, and drive timely product fixes.
• Translate investigation findings into actionable engineering defects with clear reproduction steps, log analysis, and supporting evidence.
• Differentiate among software defects, configuration issues, infrastructure problems, and environmental conditions to ensure accurate ownership.
• Serve as a technical leader during major production incidents, driving cross-functional collaboration to restore platform stability and prevent recurrence.
• Collaborate closely with Engineering, Product Management, Cloud Operations, and Technical Support to restore platform stability and prevent recurrence.
• Develop troubleshooting tools, automation, diagnostics, and technical documentation to improve investigation efficiency and operational excellence.
• Analyze recurring production issues to identify systemic trends and influence long-term product, architectural, and operational improvements.
• Mentor engineers and share technical expertise across Engineering, R&D, and Technical Support organizations.
• Participate in an on-call rotation supporting production services.
• Opportunity to leverage AI-assisted engineering approaches to improve troubleshooting, diagnostics, automation, and operational efficiency.

Qualifications

• This position requires authorization to work in the United States without current or future employer sponsorship due to customer and regulatory requirements associated with supporting regulated U.S. government cloud environments.
• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related technical field, or equivalent practical experience.
• 5 + years of extensive experience supporting large-scale enterprise SaaS or cloud-native platforms in Escalation Engineering, Software Engineering, Production Engineering, Sustaining Engineering, or a similar role.
• Demonstrated experience working directly with software engineering and R&D teams to investigate product defects, reproduce issues, isolate root causes, and drive engineering resolution.
• Ability to diagnose, troubleshoot, and resolve highly complex production issues beyond the scope of Tier 1 and Tier 2 support organizations.
• Strong debugging and root cause analysis skills across distributed systems, cloud services, enterprise applications, APIs, and infrastructure.
• Ability to understand complex SaaS architectures and troubleshoot issues across multiple technology layers.
• Experience reading, reviewing, or debugging source code and translating production findings into actionable engineering defects.
• Excellent presentation, verbal, and written communication skills, particularly during high-pressure, critical incidents.
• Ability to navigate conflicting priorities while driving successful engineering outcomes and maintaining a strong customer focus.
• Willingness to participate in an on-call rotation supporting production services.
• Ability to work remotely within the United States while maintaining regular availability during morning business hours in the U.S. Eastern Time Zone to support collaboration with global R&D teams.

incident investigation, or operational workflows.