Technical Escalations Engineer Jobs

We are looking for a Senior Technical Program Manager (TPM) to lead and shape some of our most complex, high-stakes engineering programs. In this role, you will operate with a high degree of autonomy, setting the standard for program execution across the organization. You will be a trusted partner to senior engineering and product leadership, driving strategic initiatives that span multiple teams, systems, and business lines. This is a role for someone who brings deep technical intuition, strong organizational influence, and a track record of delivering at scale. In this role, you will: Lead end-to-end program management for large-scale, multi-team engineering initiatives with significant business impact, from strategy through delivery. Serve as a strategic partner to VP- and Director-level engineering and product leaders, influencing roadmaps, resourcing decisions, and organizational priorities. Define and evolve program management frameworks, processes, and best practices across the engineering organization. Drive alignment across complex dependency landscapes involving multiple teams, external partners, and competing priorities. Anticipate and proactively manage risks, escalations, and trade-offs at a program and portfolio level. Communicate clearly and confidently to executive audiences — translating technical complexity into business impact and vice versa. Mentor and coach junior TPMs and contribute to building a high-performing program management function. Actively participate in architectural and technical scoping discussions, providing informed input on feasibility, sequencing, and delivery risk. Qualifications 7+ years of experience in technical program management, with a proven record of delivering complex, org-wide engineering programs. Deep expertise managing multi-team software programs across the full SDLC, including l

We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. We share our technical and product expertise with customers via multi-channel technical support, demos, and presentations. You’ll be joining a team and company where you will be challenged, but also will immediately witness your contributions to Datadog. At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them. What You’ll Do: Manage, develop, coach and mentor Premier Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into Datadog’s 400+ integrations Act as the owner for your team’s accountability and performance - managing performance reviews, performance plans, and any employee relations issues for your direct reports Partner with Support team senior leadership to oversee team projects and initiatives to improve productivity, process or procedure Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary Who You Are: Passionate about people management and/or mentorship with previous experience leading a team, including managing other managers Self-motivated, detail-attentive, and have a desire for continuous learning A critical thinker who defaults to a client-centric approach and uses data to make informed decisions A tinkerer with some programming experience and a basic knowledge of Linux Active contribution to open-source projects (code, bug reports, etc.) and the Engineering Community (Meetups, etc.) Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's ok

We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. We share our technical and product expertise with customers via multi-channel technical support, demos, and presentations. You’ll be joining a team and company where you will be challenged, but also will immediately witness your contributions to Datadog. At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them. What You’ll Do: Manage, develop, coach and mentor Premier Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into Datadog’s 400+ integrations Act as the owner for your team’s accountability and performance - managing performance reviews, performance plans, and any employee relations issues for your direct reports Partner with Support team senior leadership to oversee team projects and initiatives to improve productivity, process or procedure Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary Who You Are: Passionate about people management and/or mentorship with previous experience leading a team, including managing other managers Self-motivated, detail-attentive, and have a desire for continuous learning A critical thinker who defaults to a client-centric approach and uses data to make informed decisions A tinkerer with some programming experience and a basic knowledge of Linux Active contribution to open-source projects (code, bug reports, etc.) and the Engineering Community (Meetups, etc.) Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If

Leidos is seeking a Principal Enterprise Voice Engineer to lead engineering, sustainment, maintenance, and operational support of enterprise IP voice and video communications. This position requires extensive experience with enterprise unified communications, SIP signaling, call routing, network infrastructure, cybersecurity, and voice service interoperability. The engineer will collaborate with network, cybersecurity, systems engineering, and operations teams to ensure secure, reliable, and uninterrupted voice services. The engineer will provide technical direction, review engineering designs and change packages, resolve complex escalations, and mentor less-experienced engineers. This is a senior technical position without formal supervisory responsibilities. Primary Responsibilities Enterprise Voice Architecture and Engineering Serve as the senior technical authority for enterprise IP voice and video infrastructure. Lead the design, engineering, modernization, and technical implementation of Cisco, Avaya, Oracle, and associated voice technologies. Establish engineering standards, architecture requirements, configuration baselines, and technical implementation strategies. Review and approve complex engineering designs, system configurations, and technical solutions to ensure performance, security, scalability, and resiliency. Evaluate emerging technologies and provide modernization, lifecycle management, and capacity planning recommendations. Enterprise Networking and Voice Integration Provide technical leadership for integrating enterprise voice services across routing, switching, WAN, firewall, and security infrastructure. Direct engineering solutions involving SIP signaling, media services, call routing, carrier interconnections, and multi-vendor interoperability. Lead technical assessments of IPsec, MPLS VPN, BGP, and QoS i

About Anthropic Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. About the role The IT Operations team keeps Anthropic running. We want every employee to do their best work without friction. We're hiring an IT Support Engineer who pairs strong technical skills with a service mindset and good judgment. Anthropic is growing fast, and IT needs to keep pace. That means onboarding at scale, automating repetitive work (including with Claude), and improving the day-to-day employee experience. You'll handle support across our mostly macOS environment and help with the operational work that lets us scale. You'll work closely with IT Engineering and Security, with room to grow into more technical infrastructure work over time. This isn't a scripted support role. You'll have real ownership, use your judgment to improve our processes, and grow with the team as we scale. Key responsibilities Triage and resolve issues across hardware, software, networking, and accounts, mostly through our ticketing system, plus Slack and in-person Diagnose and fix issues across macOS, ChromeOS, iOS, Android, and our core SaaS platforms (Google Workspace, Slack, GitHub, Atlassian) Troubleshoot device issues, including enrollment, configuration profiles, and policy enforcement Support access management and employee lifecycle workflows (onboarding, offboarding, reorgs) Handle escalations that need cross-team coordination Join an on-call rotation for urgent issues outside business hours Provide hands-on support for user technology, AV systems, conference rooms, and printers Communicate clearly with users at every technical level Write and maintain internal documentation, including runbooks, how-to guides, and knowledge base ar

About Anthropic Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. About the role The IT Operations team keeps Anthropic running. We want every employee to do their best work without friction. We're hiring an IT Support Engineer who pairs strong technical skills with a service mindset and good judgment. Anthropic is growing fast, and IT needs to keep pace. That means onboarding at scale, automating repetitive work (including with Claude), and improving the day-to-day employee experience. You'll handle support across our mostly macOS environment and help with the operational work that lets us scale. You'll work closely with IT Engineering and Security, with room to grow into more technical infrastructure work over time. This isn't a scripted support role. You'll have real ownership, use your judgment to improve our processes, and grow with the team as we scale. Key responsibilities Triage and resolve issues across hardware, software, networking, and accounts, mostly through our ticketing system, plus Slack and in-person Diagnose and fix issues across macOS, ChromeOS, iOS, Android, and our core SaaS platforms (Google Workspace, Slack, GitHub, Atlassian) Troubleshoot device issues, including enrollment, configuration profiles, and policy enforcement Support access management and employee lifecycle workflows (onboarding, offboarding, reorgs) Handle escalations that need cross-team coordination Join an on-call rotation for urgent issues outside business hours Provide hands-on support for user technology, AV systems, conference rooms, and printers Communicate clearly with users at every technical level Write and maintain internal documentation, including runbooks, how-to guides, and knowledge base ar

If you've built and scaled high-performing solution engineering teams in the Financial Services & Insurance (FSI) domain, and you're energized by leading at the intersection of AI, technical selling, compliance, and customer experience, this is your moment. Duties and Responsibilities: Report to the Sr. Director of Solutions Engineering, Americas Lead, coach, and mentor a team of solution engineers, building a culture of continuous learning, accountability, and customer obsession Drive scalable pre-sales motions across a high-volume FSI segment, developing repeatable methodologies and best practices that enable the team to perform consistently across diverse industries Recruit, hire, and onboard top solution engineering talent, with a deliberate focus on candidates who combine technical depth with exceptional communication and storytelling ability Partner closely with RVP’s of Sales, Account Executives, and Customer Success to align on pipeline strategy, account coverage, and customer outcomes Collaborate with Product and Engineering to surface commercial customer feedback, advocate for roadmap priorities, and ensure timely resolution of feature requests and support escalations Work cross-functionally with Professional Services to ensure smooth handoffs from pre-sales to implementation and value realization Define and manage team KPIs, forecast accuracy, and performance metrics; use data to continuously optimize team effectiveness Participate actively in forecast calls, providing visibility into technical deal status, surfacing risks early, and partnering with Sales to develop mitigation strategies Develop trust with client leadership to remove roadblocks, navigate escalations, and ensure long-term customer success and loyalty Qualifications: 7+ years of experience in Solution Engineering / Pre-Sales, with at least 3–5+ years in people management leading teams Deep domain expertise in Financial Services & Insurance (FSI), with proven success navigating compl

A Career with Point72’s Technology Team As Point72 reimagines the future of investing, our Technology team is constantly evolving our firm’s IT infrastructure and engineering capabilities, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts who experiment and work to discover new ways to harness open-source solutions, modern cloud architectures, and sophisticated Artificial Intelligence (AI) solutions, while embracing enterprise agile methodologies. Our commitment to building and innovating in the AI space provides the framework intended to drive smarter decision making and enhance how we build and operate our platforms and applications. As a member of Point72’s Technology team, we encourage and support your professional development from day one—helping you advance your technical skills, contribute innovative ideas, and satisfy your own intellectual curiosity—all while delivering real business impact for our multi-billion-dollar global business. What you’ll do Lead delivery of best-in-class end-user technology services across the firm, shaping the support model and directly improving the client experience Build and operate hands-on support for PCs, laptops, video conferencing solutions, mobile devices, and collaboration tools to enable high-performance teams Troubleshoot and resolve complex hardware, software, and connectivity issues with urgency, clear communication, and client-focused outcomes Develop and deliver training, documentation, and knowledge articles to increase technology adoption and client self-sufficiency Automate repetitive operational tasks and implement scripting solutions to improve reliability and reduce mean time to resolution Manage small and large-scale technology projects by producing written project plans, coordinating resources, and delivering timely status reports Partner with vendors and on-site service providers to establish service levels, coordinate escalations, and

Scale AI’s Public Sector business is growing quickly as government agencies adopt AI to support critical national security, defense, and public sector missions. We are seeking a hands-on Engineering Manager to lead our Frontier AI Infrastructure team within Public Sector Engineering. This is a 50/50 role : you'll spend roughly half your time writing and reviewing code, and half your time leading, coaching, and growing a small team of engineers. Your team owns the model inference layer — enabling state-of-the-art models, debugging the latest AI tools, managing networking, debugging latency, and tracking pricing/usage metrics for AI models. You'll lead technical discussions on the frontlines with cloud vendors and customers to deliver on critical contracts and debug platform issues, and you'll partner upstream with Product to catch issues before they break, moving the team from "infra-only debugging" to proactive integration testing. You will: As a manager - 50/50 management and hands on coding experience. Lead, coach, and grow a team of engineers — own hiring, onboarding, performance, and career development. Set technical direction and quarterly priorities for the inference layer, and hold the team accountable to delivery on customer and contract commitments. Run the operational rhythm of the team: sprint planning, on-call rotation, incident review, and postmortems. Partner with Product, Program, and Deployed Engineering leadership to translate customer and mission requirements into roadmap. Represent the team in customer engagements and vendor escalations, including with government stakeholders. Design and implement secure, scalable backend systems for Public Sector customers, leveraging Scale's modern cloud-native AI infrastructure. Own services and systems alongside your team, define their long-term health goals, and improve the health of surrounding components. Stay in the code: review PRs, debug production issues, and take on meaningful technical wor

FEQ227R233 MANAGER, FIELD ENGINEERING About the Role As a Manager, Field Engineering, you will lead a team of technical customer advisors who help organizations solve complex data, analytics, and AI challenges. You will work closely with Sales and cross-functional partners to translate customer priorities into effective technical strategies, strong customer outcomes, and durable business impact. This role is typically aligned to an account district, patch, segment, or comparable portfolio and leads a team of approximately 8–10 Field Engineering professionals. You will stay close to the work while building the coaching, operating, and collaboration practices that enable your team to succeed. The Impact You Will Have Lead, coach, and develop a high-performing and inclusive Field Engineering team. Partner with account teams to define technical-win strategy, qualify opportunities, prioritize customer needs, and align team resources. Build trusted relationships with customer stakeholders, including Director-, Head of, and VP-level audiences as appropriate to the engagement. Guide discovery, solution strategy, architecture discussions, adoption planning, and value realization for customer engagements. Establish regular operating rhythms to inspect progress, customer health, technical risk, escalations, capacity, and business impact. Coach team members to communicate clearly, navigate ambiguity, influence stakeholders, and connect technical recommendations to business outcomes. Maintain technical credibility across Databricks platform concepts, data and AI technologies, cloud architecture, governance, security, and networking. Represent customer needs internally and partner with Product, Engineering, Support, Professional Services, Marketing, and Partners to resolve issues and improve outcomes. Create a culture of psychological safety, inclusion, accountability, continuous learning, and recognition. Experiment with AI-enabled tools and repeatable practices that improve tea

About Anthropic Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. About the Role The IT Operations team keeps Anthropic running — we make sure every employee can do their best work without friction. We're seeking an IT Support Engineer who combines deep technical skills with a genuine service mindset and sound judgment. Anthropic is growing fast, and our IT operations need to keep pace. That means onboarding at scale, automating repetitive processes (including with Claude), and continuously improving the employee experience. You'll handle support challenges across our primarily macOS environment while contributing to the operational improvements that help us scale. You'll work closely with IT Engineering and Security, with opportunities to grow into more technical infrastructure work over time. Responsibilities End-User Support Triage and resolve issues across hardware, software, networking, and accounts — primarily through our ticketing system, with additional support via Slack and in-person Diagnose and resolve issues across macOS, ChromeOS, iOS, Android, and our core SaaS platforms (Google Workspace, Slack, GitHub, Atlassian) Troubleshoot device issues, including enrollment, configuration profiles, and policy enforcement Support access management and employee lifecycle workflows (onboarding, offboarding, reorgs) Handle escalations requiring cross-team coordination Participate in an on-call rotation for urgent issues outside business hours Provide hands-on support for user technology, AV systems, conference rooms, and printers Communication & Documentation Communicate clearly with users of all technical levels Write and maintain internal documentation including runbooks, how-to guides, and kno

About Anthropic Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. About the Role The IT Operations team keeps Anthropic running — we make sure every employee can do their best work without friction. We're seeking an IT Support Engineer who combines deep technical skills with a genuine service mindset and sound judgment. Anthropic is growing fast, and our IT operations need to keep pace. That means onboarding at scale, automating repetitive processes (including with Claude), and continuously improving the employee experience. You'll handle support challenges across our primarily macOS environment while contributing to the operational improvements that help us scale. You'll work closely with IT Engineering and Security, with opportunities to grow into more technical infrastructure work over time. Responsibilities End-User Support Triage and resolve issues across hardware, software, networking, and accounts — primarily through our ticketing system, with additional support via Slack and in-person Diagnose and resolve issues across macOS, ChromeOS, iOS, Android, and our core SaaS platforms (Google Workspace, Slack, GitHub, Atlassian) Troubleshoot device issues, including enrollment, configuration profiles, and policy enforcement Support access management and employee lifecycle workflows (onboarding, offboarding, reorgs) Handle escalations requiring cross-team coordination Participate in an on-call rotation for urgent issues outside business hours Provide hands-on support for user technology, AV systems, conference rooms, and printers Communication & Documentation Communicate clearly with users of all technical levels Write and maintain internal documentation including runbooks, how-to guides, and kno

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. Job Duties and Responsibilities: Own and deliver complex, cross-team quality initiatives end-to-end — from ambiguous problem definition through architecture, implementation, and production rollout with minimal oversight Lead technical design discussions and drive stakeholder alignment on test strategy, architecture, and quality standards across engineering, product, and design Generate original solutions to ambiguous or previously unsolved quality problems; use sound engineering judgment when there is no obvious answer Anticipate, communicate, and manage quality and release risk across team boundaries; make prioritization trade-offs in partnership with engineering leadership Champion CI/CD, observability, monitoring/alerting, and production-hygiene practices, and drive their adoption beyond your own team Guide new and existing engineers on execution of sub-tasks within larger quality initiatives; raise the bar on code review standards for reliability, performance, security, and maintainability Partner with Engineering, Product, Design, Support, and Field/CSM teams to identify recurring customer issues and drive systemic product and process improvements Respond to and help resolve critical production issues/customer escalations during on-call rotation, driving root-cause analysis Mentor engineers, contribute to hiring and interviewing, and help improve engineering culture across the team and adjacent teams Drive adoption of AI powered testing capabili

A Career with Point72's Technology Team As Point72 reimagines the future of investing, our Technology team is constantly evolving our firm’s IT infrastructure and engineering capabilities, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts who experiment and work to discover new ways to harness open-source solutions, modern cloud architectures, and sophisticated Artificial Intelligence (AI) solutions, while embracing enterprise agile methodologies. Our commitment to building and innovating in the AI space provides the framework intended to drive smarter decision making and enhance how we build and operate our platforms and applications. As a member of Point72’s Technology team, we encourage and support your professional development from day one—helping you advance your technical skills, contribute innovative ideas, and satisfy your own intellectual curiosity—all while delivering real business impact for our multi-billion-dollar global business. WHAT YOU'LL DO Lead delivery of best-in-class end-user technology services across the firm, shaping the support model and directly improving the client experience Build and operate hands-on support for PCs, laptops, video conferencing solutions, mobile devices, and collaboration tools to enable high-performance teams Troubleshoot and resolve complex hardware, software, and connectivity issues with urgency, clear communication, and client-focused outcomes Develop and deliver training, documentation, and knowledge articles to increase technology adoption and client self-sufficiency Automate repetitive operational tasks and implement scripting solutions to improve reliability and reduce mean time to resolution Manage small and large-scale technology projects by producing written project plans, coordinating resources, and delivering timely status reports Partner with vendors and on-site service providers to establish service levels, coordinate escalations, and drive resoluti

The IT Systems Engineering team builds the systems and processes that keep Asana running: endpoint management, identity, and the enterprise applications every Asana employee uses every day. As Manager of IT Applications and Client Platform Engineering, you’ll lead four engineers: two on client platform, two on applications. You report directly to the Head of IT Systems Engineering. This is a player/coach role: you set direction, run planning, and step in on escalations and architecture decisions while your engineers own most of the day-to-day. Your primary depth is in endpoint engineering; you have enough SaaS administration background to lead the apps side without micromanaging it. We’re looking for someone who knows endpoint work deeply and is ready to grow as a manager. Your title history matters less than technical foundation and how you work with people. This role is based in our San Francisco office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you’re interviewing for this role, your recruiter will share more about the in-office requirements. What you’ll achieve Lead and develop your team. Manage and mentor four engineers (two on CPE, two on Apps). Set priorities, clear blockers, and help each person grow. Own the client platform program. Set strategy and lead execution for Asana’s endpoint fleet: macOS, Windows, and mobile. This means MDM infrastructure, zero-touch deployment, software catalog, and OS lifecycle. We’re primarily an Apple shop with a growing Windows footprint. Strengthen endpoint security. Work with the Corporate Security team to harden our endpoint posture, respond to incidents, and build initiatives that connect security priorities and endpoints. Oversee the applications engineering function. Your Apps engineers manage the