About The Team
The Networking Escalation team operates at the highest tier of technical support, resolving the most complex and business-critical customer issues across NetScaler and application delivery solutions. We work closely with Product Engineering, field teams, and strategic customers to ensure platform stability, performance, and continuous improvement. Our team plays a key role in protecting customer trust and influencing product direction.
About the Role
As a Principal Escalation Engineer, you will operate as a recognized expert within the organization, driving resolution of critical customer issues while shaping support strategy, processes, and product improvements. This role combines deep technical expertise, strategic thinking, and cross-functional leadership, with direct impact on customer success and business outcomes.
Key Responsibilities
Lead resolution of complex, high-impact, and often undefined technical issues affecting enterprise customers, including high-visibility and executive-level escalations
Conduct deep technical investigations to identify root causes across systems, networks, and product layers where information may be incomplete or ambiguous
Act as a strategic interface between Support and Engineering, influencing product improvements, bug prioritization, and long-term fixes
Provide measurable input into product, process, and operational improvements, contributing to the achievement of broader organizational goals
Establish and drive operational plans and initiatives within the escalation function with short-to-mid-term impact (1–2 years)
Lead or contribute to large, cross-functional projects focused on improving customer experience, supportability, and product quality
Influence stakeholders across functions and levels, including executive leadership, to adopt new approaches, solutions, and best practices
Mentor, coach, and provide technical leadership to engineers across the organization, elevating overall capability in troubleshooting and escalation management
Develop and review advanced technical documentation, knowledge base content, and training materials
Participate in a 24x7 escalation and on-call rotation
Required Experience & Skills
Recognized expert in networking and application delivery technologies, including strong knowledge of routing, switching, load balancing, firewalls, and security concepts (e.g., WAF)
Deep understanding of core protocols (TCP/IP, DNS, DHCP, NAT, SSL/TLS) and distributed systems troubleshooting
Strong experience with Linux systems and low-level debugging techniques
Proven ability to solve complex, undefined problems through structured analysis, reasoning, and investigation
Demonstrated experience influencing product direction, operational improvements, or strategic initiatives
Strong communication skills with the ability to engage effectively with customers, cross-functional teams, and executive stakeholders
Experience mentoring and developing engineers across teams
Scripting or automation skills (Python, Shell, or similar) to enhance troubleshooting and efficiency
Experience & Qualifications
Typically requires 10+ years of relevant experience or an equivalent combination of education and experience (e.g., Master’s with 8+ years, PhD with 5+ years)
Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience)
Proven experience in escalation support or advanced technical roles within enterprise environments
Industry certifications (e.g., CCNA, CCNP, CCIE) are a strong plus
Optional Skills
Proficiency in additional languages, supporting global customers and high-visibility escalations
Experience with NetScaler (ADC), ADM, or similar technologies in large-scale production environments
Why Join Us?
Work on mission-critical systems used by leading enterprises worldwide
Play a strategic, high-impact role influencing both customer success and product evolution
Collaborate with expert teams across Support, Engineering, and Product
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.
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