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# Senior Support Escalation Engineer

- **Company:** Intergraph Corporation
- **Location:** Madison, AL, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Java (Programming Language), Amazon Web Services, Microsoft Azure, Software as a Service, Cloud Computing, Cloud Engineering, Databases, Linux, Jython, Python (Programming Language), Microsoft SQL Server, MySQL, Webui, Software Engineering, Datadog, Scripting, Information Technology
- **Published:** November 6, 2026
- **Apply:** https://www.disabledperson.com/jobs/76387580-senior-support-escalation-engineer

## About the Role

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 DataDog, OpenObserve, 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 technologies, is a PLUS.
 * Familiarity with Amazon Web Services and/or Azure a PLUS.

## Description

* 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.