Software Engineer II (Escalation /Support Engineer)

As a Software Engineer II (Escalation Engineer), you will serve as a key engineering owner for customer escalations, production reliability, and operational excellence. You will work closely
with Support, Product, QA, and Engineering teams to diagnose complex customer
issues, drive root-cause analysis, and build long-term solutions that improve customer
experience and platform stability. This role provides a unique opportunity to work at the
intersection of engineering, customer impact, and product quality.

• →Own high-priority customer escalations from investigation through resolution.
• →Influence product reliability and operational excellence.
• →Work directly on security workflows including Microsoft Quarantine, Incident
  Response, Threat Detection, and Remediation.
• →Partner closely with customers, support teams, product management, and
  engineering leadership.
• →Develop deep expertise in Microsoft 365 security ecosystems and cloud-scale
  SaaS platforms.

• Act as the engineering owner for critical customer escalations.
• Investigate complex production issues affecting customer environments.
• Partner with Support and Customer Success teams to understand customer
  impact and urgency.
• Provide timely technical updates and resolution plans.
• Drive root-cause analysis and corrective actions.

• Analyze logs, telemetry, audit trails, and monitoring data.
• Investigate performance, scalability, and reliability concerns.
• Identify recurring customer pain points and drive long-term improvements.
• Improve service observability and operational readiness.

• Collaborate with Product Managers, Support Engineers, QA Engineers, and
  Software Developers.
• Participate in incident reviews and release readiness activities.
• Influence product roadmap discussions through customer feedback and
  escalation trends.
• Drive alignment across globally distributed teams.

• Experience supporting customer-facing SaaS products in production
  environments.
• Experience in Email Security, Cybersecurity, or Security Operations products.
• Good understanding of distributed systems and microservice architectures.
• Experience analyzing logs, metrics, and traces using modern observability
  platforms.
• Experience participating in incident response and postmortem processes.
• Experience building internal troubleshooting tools and automation.
• Familiarity with AI-powered security or threat-detection systems.