{"id":2348933,"url":"https://alion.io/job/fortra-sr-escalation-engineer","title":"Sr. Escalation Engineer","company":{"id":1768304,"name":"Fortra","domain":"fortra.com","url":"https://alion.io/company/fortra","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Colombia"],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":60000,"max_usd":158000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":643},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-01T00:00:00Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-13T12:24:48Z","board_verified":true,"closed_at":null,"days_open":42,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":42},"description":"Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!\nWe are seeking a highly skilled and analytical Sr. Escalation Engineer to join our Development Organization. In this role, you will serve as the critical escalation point for complex technical issues that cannot be resolved by frontline support teams. You will leverage deep product expertise, system administration capabilities, and advanced database skills to troubleshoot and resolve the most challenging problems. Your work will involve close collaboration with Technical Support, Field Engineering, Product Management, and Product Development teams to ensure timely resolution of issues and maintain customer satisfaction. This position offers the opportunity to influence product quality and reliability by addressing high-impact technical challenges and driving continuous improvement across our solutions.\n\nWHAT YOU'LL DO\nThe escalation point for technical issues being escalated from the TechnicalSupport Engineers\nResponsible for reproducing/confirming product defects and reporting such defects to the Development team\nResponsible for escalating technical issues to Engineering, Product Development and Software Development teams\nWorking with the TSE and the customer on phone and remote sessions to troubleshoot/resolve issues\nWork continuously to increase Level 2 & 3 TSE’s product knowledge by reviewing escalated cases on a frequent basis\nEnsure customer and partner inquiries are responded to within established time-frames and technical support service levels are achieved\nResponsible for having at least weekly communications/meetings with Technical Support and Development team to communicate status of outstanding escalations and progress\nWork with Product Management and Development teams to enhance the product to increase supportability and reduce customer issues.\nAssist in reviewing defect backlogs and helping to prioritize work with Product Management and Development teams\nWorking with Development teams to create product fixes and workarounds for issues to get customers unstuck and resolved.\nContinuously refine and improve business analysis processes to enhance efficiency and outcomes.\n\nQUALIFICATIONS\nThe ideal candidate will have a degree in Computer Science, or a minimum 5 years’ experience in providing call center technical support on enterprise products, ideally with a background in security.\nMust have in-depth knowledge of at least one Operating System environment and familiarity with Windows and Linux.\nMust have an understanding of networking and tools that can be used for network troubleshooting.\nMust be able to read and understand source code.\nMust have experience authoring scripts.\nAbility to logically troubleshoot software issues to determine the root cause and present suggested workaround and solutions.\nAbility to demonstrate strong analytical and problem-solving skills. Methodically resolve the most difficult and complex production issues reported by customers and partners.\nExcellent written communication and verbal skills, as well as strong listening skills.\nPossesses strong customer service skills.\nAbility to work with all levels of technical abilities.\nAbility to handle multiple priorities and multi-task complex issues.\nPerform in an effective and timely manner all the tasks required.\nStrong problem-solving and analytical skills, with a keen attention to detail.\nAt Fortra, we’re breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.","description_format":"text","description_chars":4128,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"Colombia","iso":null,"kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-12T13:22:51Z"}],"visa":[],"liveness":{"score":31,"band":"fade","label":"Fading","p_open":1,"p_active":0.555,"p_room":0.55,"age_days":42,"expected_fill_days":31,"reasons":["conf:6","win:tail"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/fortra-sr-escalation-engineer","json_url":"https://alion.io/job/fortra-sr-escalation-engineer.json","meta":{"generated_at":"2026-10-13T20:56:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32100,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1768304},"rest":"https://alion.io/mcp/rest/get_company?id=1768304"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffortra-sr-escalation-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffortra-sr-escalation-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffortra-sr-escalation-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fortra-sr-escalation-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffortra-sr-escalation-engineer"}]}