Global Resolution Engineer; Remote

For our client, we are seeking a Global Resolution Engineer to join the team of a leader in the Information Technology space.
This role is focused on resolving complex technical escalations across distributed systems in a global, customer-facing environment. You will partner closely with customers, internal support teams, and engineering to drive root-cause analysis, identify systemic issues, and accelerate durable fixes. The position also plays an important role in improving technical processes, documenting recurring issues, and strengthening the broader support organization’s capabilities.

Location:

Remote
Compensation: $150,000 – $180,000 annually
Responsibilities

• Own complex escalations from analysis to resolution, engaging directly with customers during critical incidents
• Analyze the entire solution stack to identify root causes across components
• Recognize patterns in cases to proactively address potential defects
• Deliver engineering-ready defects with detailed reproduction steps and root cause hypotheses
• Maintain documentation such as Known Issues and Technical Advisories
• Drive product and process improvements based on recurring escalations
• Mentor Customer Success engineers and enhance technical capabilities across the team

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience
• 10+ years in advanced technical support or systems engineering roles with customer interaction
• Proven ability to resolve complex issues in distributed systems
• Experience transforming escalations into systemic fixes
• Strong communication skills for diverse audiences
• Willingness to work flexible hours for global coverage
• Deep expertise in Linux and high-performance networking

• Flexible working hours to accommodate global teams
• Opportunities for professional development and training
• Access to cutting-edge technology and tools
• Collaborative work environment with cross-team knowledge sharing
• Participation in on-call rotations for diverse experience