Why This Job is Featured on The SaaS Jobs
Escalation engineering sits at the fault line between SaaS reliability and customer trust, and this Lead Escalation Engineer role is notable for its deep infrastructure focus: virtualization platforms (XenServer and peers) alongside Linux, storage, and networking. As a Level 2 function receiving cases frontline teams cannot close, it reflects an environment where product behavior in real deployments must be understood, reproduced, and explained with precision.
For a SaaS career, this kind of work builds durable leverage: diagnosing complex, ambiguous incidents; translating field symptoms into actionable technical narratives; and partnering with product engineering when issues look like defects. The tooling and domains referenced—packet capture, system tracing, storage and network fundamentals—map well to broader cloud operations, SRE-adjacent troubleshooting, and platform support paths across SaaS vendors.
This position tends to suit professionals who prefer methodical problem isolation, clear written communication, and cross-team collaboration over purely ticket-driven support. It also aligns with engineers who enjoy being the escalation point for high-severity issues and who want to be close to both customer impact and engineering decision-making, without necessarily moving into a pure development role.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About This Team:
We are part of Advance support team. We support Xenserver products and the we are level two support team. The case that Frontline teams are not able to resolve come to Advance support engineer to work on the issue or collaborate with our product engineering team in case it turns out to be a bug to find a fix to resolve the issues.
Job Description/Responsibilities:
- Experience:
- 7+ years of hands-on experience in technical support or engineering roles, with a strong focus on virtualization, Linux, storage, and networking technologies.
- Minimum of 3 years of experience working with XenServer or similar virtualization platforms (e.g., VMware, Hyper-V).
- Proven track record of handling high-priority escalations and providing expert-level troubleshooting support.
- Strong experience working in customer-facing roles and managing complex technical issues.
- Technical Expertise:
- Deep understanding of Linux operating systems (RHEL, CentOS, Ubuntu, etc.).
- Extensive knowledge of virtualization technologies, specifically XenServer, VMware etc.
- Proficiency in storage technologies, including SAN, NAS, and iSCSI.
- Solid understanding of networking concepts, protocols, and troubleshooting tools (TCP/IP, DNS, DHCP, VPN, etc.).
- Familiarity with monitoring and diagnostic tools (e.g., tcpdump, Wireshark, strace, etc.).
- Soft Skills:
- Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical stakeholders.
- Strong analytical and problem-solving skills, with the ability to think critically and handle high-pressure situations.
- Ability to collaborate effectively across teams and departments.
- Customer-centric mindset with a commitment to providing high-quality service.
- Required Experience/Skills:
- Requires mastery level knowledge of job area typically obtained through advanced education combined with experience. May have deep knowledge of project management.
- Requires a University Degree or equivalent experience and minimum 12 years of prior relevant experience; or Master’s degree with 8 years; or PhD with 5 years of experience.
- Recognized master in professional discipline
- Implements strategic goals
Problems typically undefined and/or complex
- Optional Experience/Skills:
We look for someone who has expertise in Linux and good knowledge on Windows or visa-verse, Networking, Storage and Virtualisation
- Optional Experience/Skills:
- additional languages
About Us:
Cloud Software Group is one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.
Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.
If you need a reasonable accommodation due to a disability during any part of the application process, please contact us via the Bridge portal for assistance.
