Why This Job is Featured on The SaaS Jobs
This Lead Escalation Engineer position sits at a core SaaS junction where customer reality meets product execution. Working on EBX, an MDM platform, the remit spans log analysis, environment recreation, and structured escalation into engineering, which is a common pressure point for enterprise SaaS products where reliability and reproducibility determine customer outcomes.
From a SaaS career perspective, the role builds durable skills in incident triage, root cause isolation, and cross-functional communication across support, product, and engineering. The emphasis on reproducing customer environments, including containerised setups alongside Java EE, aligns with how modern SaaS teams debug distributed systems and validate fixes. The mandate to suggest product and documentation enhancements also reinforces a feedback-loop mindset that translates well across B2B SaaS organisations.
This role is best suited to someone who prefers investigative work, enjoys turning ambiguous reports into actionable engineering inputs, and is comfortable coordinating peers to resolve complex issues. It also fits professionals who want to stay close to customers without moving fully into support, and who value being a technical connector across internal teams in an on-site setting.
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
As a Lead Escalation Engineer, you will be working on our MDM software called EBX, and be the link between our customers, product team support, and the engineers.
What You’ll do:
- Analyzing customer logs
- Setting up customer environments to reproduce their conditions
- Provides an initial analysis and answer to the support team
- Forward escalation to the engineering team
- Help engineering team in triaging escalations received from support
- Coordinating meetings with other engineers to address complex issues
- May assist the L1 team in calls with customers
- Suggesting enhancements on the product, and as well on the product documentation
- Sharing best practices
Who You Are:
- Solid knowledge of TIBCO EBX
- Ability to debug software code
- Ability to build environments which permits to reproduce customer environments (experience with containers, Java EE, and EBX are mandatory)
- Customer orientation focus
- Good experience on problems solving
- Strong capacity to interact with peers and coordinate internal work force
Education
Master’s degree, Engineering degree, PhD, higher education or experience in engineering, computer science or another technical field.
Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.
NY generally ranges: $119,018-$178,526
CA generally ranges: $124,192-$186,288
All other locations fall under our General State range: $103,494-$155,240
Benefits may vary depending on the nature of your employment with Cloud Software Group and the country where you work. U.S. based employees are typically offered access to healthcare, life insurance and disability benefits, 401(k) plan and company match, among others. This requisition has no specific deadline for completion.
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.
Cloud Software Group will consider qualified applicants with a criminal history and conduct the recruiting process in accordance with the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers and San Diego Fair Chance Ordinance. For access to the laws see the following links: California FCA and Los Angeles FCO.
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.
