Why This Job is Featured on The SaaS Jobs
This Senior Escalation Engineer role sits at a core pressure point in enterprise SaaS: resolving high-severity issues in multi-tenant cloud services where Windows, Linux networking, identity, and virtualization intersect. The remit spans product behavior and real-world customer environments, which is characteristic of mature SaaS platforms supporting large, complex deployments and integrations.
For a long-term SaaS career, escalation work develops a practical understanding of reliability and customer impact that is difficult to gain in feature-only engineering tracks. The mix of deep debugging, incident-style triage, and cross-system analysis builds fluency in how cloud services behave under load, how configuration and networking shape outcomes, and how to communicate technical findings with precision. Those skills translate well into SRE, support engineering leadership, technical account roles, and product-facing engineering paths common across SaaS companies.
The position best suits professionals who prefer structured problem solving, enjoy tracing issues across layers from OS internals to application behavior, and can stay methodical when stakes are high. It aligns with engineers who value breadth across enterprise infrastructure and want a role that rewards technical depth, clear written reasoning, and collaborative case review with peers.
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 Job
You have a Engineering university degree, combined with at least four years of tech support experience in a large enterprise environment.
You have acquired a solid understanding of windows (both client & Server OS) as well as Linux networking (DNS / DHCP / IP) and basics networking knowledge, including TCP / UDP / SSLN. You are comfortable working in solving problems / debugging ASP.NET based multi-
tenant cloud services, and have proven understanding Windows. Ideally, you have also acquired industry certifications in the areas of Virtualization and/or Cloud which includes working knowledge of AWS / Azure / ESXi.
If this sounds like you, we would love to speak to you right away.
Position Overview
The Sr. Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. The support focuses on in-depth problem analysis of Citrix products and their
integration into enterprise-wide mixed environments. The incumbent often assists less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution. Uses sophisticated technical troubleshooting skills acquired through wide-ranging
experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. Qualifies only the most complex customer issues for assistance from the escalation team or other vendors.
Required Skills
- Must have a Graduate Degree in BE/B.Tech from a recognized university
- We are looking for a minimum of 5 years of IT/Tech support experience.
- You need experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture. You will have a working understanding of networking protocols, security technologies, and topography.
- We need you to have a basic understanding of Databases (SQL preferred) and SAN technologies for this role.
- In order to provide premier support you need general knowledge of scripting (Powershell etc) or introductory coding knowledge.
- You should have a deep understanding of OS Internals.
Preferred Certifications:
Citrix / Microsoft / VMware
Citrix XenApp / XenDesktop solid understanding
Virtualization / Cloud solid understanding (AWS / Azure / ESXi)
Networking / Active Directory
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.
