Senior Escalation Engineer

Job Location (Short):
Madison, Alabama-USA

Workplace Type:
Remote

Our Company

For more than 30 years, we’ve been at the service of quality‑driven people. Every day, we help people and organizations push further and make change happen by offering them the right technology and knowledge to manage risk and protect lives.

Reliance, part of Octave, is the leading provider of quality, EHS and compliance management SaaS software, trusted by the world’s strongest brands. More than 600 customers globally, spanning industries such as pharmaceuticals, electronics, heavy industry, food and beverage, and medical devices, benefit from Reliance to secure positive brand reputations, enable higher levels of customer loyalty and enhance profitability. Reliance offers the best built-in practices and powerful flexibility to drive business excellence through quality.

Only Reliance lets customers configure industry-proven quality processes to their unique needs and business vision. To learn more about Reliance and its various product offerings, visit  .

About the Role

• Provide our customers with world-class support when issues with our products are escalated within a case or cross-functionally.
• Ability to work with empathy and a sense of urgency to deliver solutions to meet customer needs.
• Support is available 24x7x365, which involves working in shifts and on-call rotations on weekends and holidays.
• Proactively manage a queue of escalations.
• Maintain a high level of professionalism with customers and work to establish yourself as a trusted advisor to our customer base.
• Devise, design, and validate potential workarounds and solutions for customer issues.
• Collaborate cross-functionally acting as an escalation focal point with professional services, customer success, product management, engineering and other departments to achieve elegant solutions.
• Provide recommendations for continual improvement.
• Creation of new and maintenance of knowledgebase articles to further customer enablement.
• Configuration and script review for reported issues to identify and recommend resolutions.
• Contribute updating relevant procedures and processes.
• Provide technical troubleshooting for incoming escalated tickets from our customers, including extensive troubleshooting and root cause assessment.
• Provide post-mortem reports on lessons learned to help the company improve processes to avoid any customer experiencing this same issue again in the future.
• Assist with scripts and other proactive tasks.
• Provide in-depth internal training when needed.

Preferred Experience and Requirements

• 3+ years’ experience working within a support escalations role.
  • Preferably on global teams and within a product support team.
• Bachelor’s degree in computer science, software engineering, or related field.
  • 5+ years of direct experience in lieu of degree considered.
• Linux and Windows system administration.
• 3-5 years hands-on Python/Jython scripting.
• 3-5 years hands-on database user experience (preferred MySQL or MSSQL).
• 2-3 years’ hands-on Java experience.
• Ability to prioritize and deliver on multiple competing priorities with little supervision.
• Cloud deployment and troubleshooting for Cloud hosted SaaS deployments.
• Methodical technical troubleshooting skills.
• Must have attention to detail: demonstrate outstanding organizational skills, maintaining accurate incident documentation, strong ability to follow through on issues until resolution.
• Have a strong passion for success and a positive attitude.
• A team player.
• Experience in APMs like Data Dog, Open Observe, and analyzing heap/thread dumps is a PLUS.
• Experience in Quality Management / Environmental Health & Safety domains is a PLUS.
• Exposure to high scale cloud architecture, and web UI…