ControlUp

Escalation Engineer

United Kingdom

Full-Time

Remote

TLDR

Provide expert-level technical solutions for complex customer issues as an Escalation Engineer, collaborating with a global team to enhance customer support and product development.

ControlUp is a leader in Digital Employee Experience (DEX), evolving IT operations with agentic AI to deliver Autonomous Endpoint Management (AEM) and a digital workspace that runs itself.

Our platform transforms millions of real-time signals into intelligent action, bridging the gap between deep visibility and automated remediation.

We turn "IT headaches" and employee frustration into self-healing operations, allowing organizations to move beyond reactive troubleshooting toward a future where technology works seamlessly in the background.

We're here to ensure the workday runs without disruptions. No tool sprawl, no wasted time, and no friction. Just technology that works for people, not against them, so they can stay focused on what they do best.

One platform. One powerful shift in how work flows.

About the Role:

We are looking to hire a skilled Escalation Engineer to work closely with our Customer Support team and provide ControlUp customers enhanced in-depth Support solutions. As an Escalation Support team member, you will be responsible for providing our customers’ complicated issues technical solutions, in-depth ControlUp products including code reading and bug fixes development.

What You’ll Own:

Provide expert-level technical support for our products

Analyze, diagnose, and debug complex customer issues.

Create and implement patches, fixes, and diagnostic tools.

Take ownership of escalations and drive them toward resolution.

Act as a technical focal point in cooperative relationships with other internal groups.

Coordinate with engineers across various product components to deliver successful outcomes.

Acquire both broad and in-depth product knowledge

Create and improve documentation to help support engineers resolve cases.

Demonstrate strong interpersonal and communication skills.

Push for solutions and collaborate with people across teams.

What you'll bring:

At least 2 years of hands-on full-stack experience with strong backend skills, working in multi-threaded environments at scale, using .NET

Web services / WCF / IIS

Strong troubleshooting skills

Great interpersonal skills

Ability to work under pressure

Fast at adapting to new technologies Independently driven, proactive, accountable, reliable team player

Nice To Have:

Development experience with Microsoft SQL and T-SQL

Customer support experience

Experience working with Insights and Splunk

Experience with Windows internals (Win32 API

Hands-on experience with Microsoft environments (Windows Server, NTFS, Active Directory, Exchange, LDAP, IIS, GPO, Azure)

Hands-on hypervisor experience

Solid understanding of data structures, design patterns, and algorithms

Experience with large-scale software projects

Why You'll Love It Here:

Global, Not Isolated: You'll work with a diverse team spanning the US, EMEA, and Israel. We're known for our vibrant social culture, and once a year, the entire global company comes together for a major offsite to reconnect in person.
Meaningful Impact: Make a real impact from day one, working with cutting-edge technology in a fast-paced, global environment.
Collaborative & Growth-Driven: Join a collaborative, empowering culture where learning and professional growth are encouraged.
True Flexibility: We offer a hybrid model. We care about the output of your expertise, not the hours you spend in a specific chair.

Ready to join? Apply now and help us shape the future of IT and employee experience.

ControlUp

ControlUp is redefining workplace management with its autonomous platform that seamlessly integrates digital employee experience and IT operations. Designed for modern organizations, it enables proactive management of IT environments, enhancing both efficiency and performance in the workplace.

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