Escalation Engineer - Remote Eligible

Escalation Engineer

At Veza, we are on a mission to empower organizations with robust, scalable, and automated identity and access management solutions. We help secure the modern digital enterprise by providing a platform that delivers real-time visibility and control over user permissions, access policies, and security posture—making complex identity security simple, automated, and effective. Our innovative approach enables enterprises to prevent data breaches, meet compliance requirements, and accelerate digital transformation.

We value curious, empathetic, and driven individuals committed to continuous learning and development. As a diverse and inclusive team, we believe that the best innovations come from varied perspectives. We hire based on potential and support our team members throughout their growth journey.

About the Department

The Veza Escalations Team is dedicated to solving complex security and identity challenges faced by our enterprise customers. Our team supports a wide range of technical inquiries from identity administrators, security teams, and developers through various channels including email, chat, and social media. We act as the technical voice of Veza, providing critical feedback from customers to help shape our platform and ensure our solutions meet real-world needs.

Role Summary

The Veza Escalation Engineer will be responsible for deep, technical troubleshooting of escalated issues related to identity and access security. This role acts as a critical escalation point within the Integrations team, working closely with Product and Engineering teams to identify defects, network issues, and platform vulnerabilities. The Escalation Engineer will develop expertise in Veza's platform, document technical findings, and drive swift resolution for our enterprise clients.

Role Responsibilities

Serve as a subject matter expert in identity security technologies such as IAM, SAML, OAuth, Zero Trust principles, and network segmentation.

Troubleshoot complex technical issues related to identity authentication, access policies, and security protocols.

Collaborate intensively with engineering and product teams to escalate issues, perform root cause analysis, and contribute to platform enhancements.

Develop, maintain, and share detailed troubleshooting guides, technical documentation, and knowledge base articles.

Provide support coverage including shift rotations, potentially covering weekends or flexible hours based on team needs.

Triage customer escalation issues to identify efficient resolution pathways.

Work cross-functionally with engineering, product, security, and customer success teams to ensure resolution and customer satisfaction.

Role Requirements (Must-Have Skills)

Strong understanding of Zero Trust security models and technologies such as IAM, network segmentation, endpoint security, and secure access.

Proven experience (3-5 years) with technical troubleshooting, especially in identity/authentication systems or security support roles.

Proven experience with Golang/Go, Java or similar core programming languages (C, C++)

Excellent verbal and written communication skills, capable of translating complex technical details to diverse audiences.

Familiarity with identity protocols including SSO, SAML, OAuth, Federation, SCIM, and MFA mechanisms (TOTP, FIDO, SMS, WebAuth, etc.).

Experience working with network infrastructure (L3/L4) and application protocols (HTTP, DNS).

Hands-on experience with Linux command-line tools (curl, dig, traceroute, mtr, git).

Ability to analyze data using tools like Grafana, Kibana, and SQL.

Core Competencies

Extensive technical support experience with a solid troubleshooting mindset.

Ability to clarify complex issues and coordinate cross-team efforts.

Demonstrated leadership and mentoring ability.

Self-motivated, proactive, and team-oriented with strong relationship-building skills.

Skilled in handling inbound and outbound technical customer interactions.

Bonus Points

Familiarity with Veza's platform and products (Zero Trust, Identity Access Management, Data Security).

Practical knowledge of web servers (Apache, Nginx, IIS) and databases (PostgreSQL, MySQL, MS SQL).

Experience troubleshooting Windows, macOS, and Linux OS.