Escalation Engineer, ControlUp
Digital employee experience management platform
Open for applications
Digital employee experience management platform
201-500 employees
Open for applications
201-500 employees
Company mission
To deliver frustration-free digital experiences that unlock seamless productivity.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- 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
- 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
Our take
ControlUp simplifies the management and optimisation of user experience for enterprises with a distributed workforce. By enabling IT teams to monitor and troubleshoot the performance of all devices - whether in-house or remote - it ensures seamless operations across the network.
Though ControlUp has been evolving since 2008, the company has recently seen impressive growth and is on track for Unicorn Status. High-profile clients such as Sanofi, T-Mobile, Verizon, Virgin Money, Exxon Mobil, and Next are among key customers. This surge in success has closely aligned with the rise of hybrid and remote work models, which are expected to remain prevalent in the coming years.
ControlUp's growth is further fueled by its recognition as the Leading Digital Employee Experience (DEX) solution in the 2024-25 End User Computing State of the Union Report. Praised for its time visibility and automated remediation, ControlUp is set to continue expanding as demand for comprehensive DEX solutions grows.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2021
$100m
SERIES D
Nov 2020
$27m
SERIES C
Total funding: $141.9m
Company benefits
- Medical, Dental and Vision: Health benefits begin on the first day as a team member. We offer several plans to choose from to fit your individual or family needs. ControlUl will pay a portion of your monthly cost
- Flexible Time Off: We offer a generous flexible time off policy. In addition, employees receive six paid sick days. ControlUp closes for 10 company paid holidays (varies per year)
- 401k Retirement Benefits: For every dollar you contribute up to 4% of your compensation, ControlUp will contribute 50 cents per dollar. No long waiting periods to receive this benefit - enroll after your first paycheck
- Employee Stock Options: Employee Stock Option plans (ESOP) are offered to all employees after 90 days of employment
- Life Insurance and Voluntary Benefits: 100% company-paid $100K life insurance policy. Also, we offer voluntary benefits such as short and long term disability, supplemental insurance, and AD&D
- Hybrid Work: Enjoy working from one of our four offices around the globe or from the comfort of your home
- Professional Growth: We entrust our team members to carve out their path at ControlUp. There are no limits to the opportunities and growth at ControlUp
- Company Trips and Events: We host several company events and activities (virtual and in person) every year. Additionally, ControlUp hosts an annual, all-expenses paid company trip
- Dog Friendly: Work alongside your furry friends to create a more relaxed and homey work environment
Company HQ
Financial District, San Francisco, CA
Leadership
Yoni Avital
(Co-Founder & COO)Before co-founding ControlUp, they spent six years working in Social Behavior Change (SBC) for Commart Technologies in Israel.
Jed Ayres
(CEO)Joined ControlUp in 2023 as CEO. Prior to that, they were the CEO of IGEL Technology.
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