Technical Escalation Engineer

Portnox is a fast-growing, cloud-native cybersecurity company on a mission to simplify zero trust security for organizations of all sizes. As we continue to expand into the enterprise market, we are strengthening our Support organization to deliver world-class technical excellence during critical customer moments. We’re looking for a Technical Escalation Engineer to serve as the highest level of technical authority within Support — driving complex investigations, elevating escalation quality, and ensuring seamless collaboration with Engineering.

This is a great opportunity for a highly experienced technical support professional who thrives in high-pressure environments, brings strong analytical rigor, and wants to play a pivotal role in shaping how escalations are handled at a high-growth company.

About the Role:
Reporting into Support leadership, you will own the most complex and high-severity technical investigations and act as the primary interface between Support and Engineering. You will bring structure, clarity, and technical leadership to critical issues, ensuring that escalations are handled methodically and professionally.

This is not a people management role — it is a technical authority role designed to elevate the quality, consistency, and effectiveness of escalation handling across the organization.