Escalation Engineer

Escalation Engineer – Tier 3 (Dallas, TX or Toronto, Canada)

We’re hiring:
Escalation Engineer –
Tier 3 (Dallas, TX or Toronto, Canada)

Partnering with a high‑growth, venture‑backed B2B SaaS company (Enterprise Security / Productivity)

We’re working with a mission‑driven business that’s scaling fast and investing heavily in their product and customer experience. They’re building an enterprise‑grade, Chromium‑based platform that helps organizations secure, govern, and enable how work gets done—without sacrificing usability.

You’ll sit at the intersection of Customer Support + Engineering
, owning the most complex customer issues and driving them to resolution. This is a high‑visibility role where you’ll influence product direction by bringing real‑world enterprise pain directly to R&D and Product. A lot of growth opportunities internally; you will be able to scale if you have the desire to do so.

• Growth:
  Join a rapidly expanding team with strong career progression
• Culture:
  Collaborative, high‑character team with real ownership
• Package:
  Competitive salary + bonus/equity (where applicable)
• Stability:
  Well‑funded, strong market traction, enterprise customers

• Own escalated Tier 3 cases end‑to‑end, running deep technical investigations
• Partner directly with enterprise customers to drive timely resolutions
• Identify product issues and communicate clearly with Engineering
• Create internal documentation and share technical learnings across teams

• 5+ years in technical support / escalations (Tier 3)
• Web debugging (network traces, Dev Tools, console logs)
• Monitoring/diagnostics exposure + cybersecurity fundamentals

Ready to explore it? Apply now or message directly for the full role spec. If it’s not the right fit, follow Orama Solutions – we post new roles weekly across GTM, SaaS, AI, Cloud, Infra, Cyber, and emerging tech.

• Mid‑Senior level
• Full‑time employment
• Information Technology, Engineering, and Customer Service
• Industries:
  Computer and Network Security and Technology, Information and Media

Medical insurance;
Vision insurance; 401(k).