Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. For over 40 years, our employees have enjoyed rewarding careers that challenge them, support their growth, and inspire them to think and act boldly to make a real impact. 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

At Fortra, we’re breaking the attack chain. Ready to join us?

SUMMARY OF THE ROLE
The Escalation Engineer is the escalation point for our Technical Support Organization. Technical issues that cannot be resolved by support staff are escalated to the Escalation Engineers. Successful candidates are capable of troubleshooting and resolving the most difficult and complicated issues using deep product knowledge as well as system administration and database skills.



This position works closely with Technical Support, Field Engineering, Product Management and Product Development.

WHAT YOU'LL DO

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- The escalation point for technical issues being escalated from the Technical Support Engineers.
- Responsible for reproducing/confirming product defects and reporting such defects to the Development team.
- Responsible for escalating technical issues to Engineering, Product Development and Software Development teams.
- Working with the TSE and the customer on phone and remote sessions to troubleshoot/resolve issues
- Work continuously to increase Level 2 & 3 TSE’s product knowledge by reviewing escalated cases on a frequent basis.
- Ensure customer and partner inquiries are responded to within established timeframes and technical support service levels are achieved.
- Responsible for having at least weekly communications/meetings with Technical Support and Development team to communicate status of o

📌 Escalation Engineer (México)
🏢 Fortra
📍 México