Thycotic Tier IV Support Escalation Engineer

  • Customer & Community
  • Full-Time

Posted on April 2nd, 2019

The Tier IV Support Escalation Engineer is driven to resolve complex issues with a passion to assist senior team members and achieve customer success. The candidate we are looking for requires a background in development, ability to dive into code and work methodically through the most challenging cases in complex environments. Excellent communication skills, both verbal and written, are required to interact effectively with our worldwide customers and internal development, support and sales team members.

This position reports to the Director, Technical Support. Remote candidates will be considered.


  • Troubleshoot complex issues whether software or environmental related
  • Remain focused on complex issues through to resolution
  • Work closely with product management, development, quality assurance and senior support team members to resolve customer challenges
  • Document troubleshooting techniques and train team on the techniques


  • Bachelor’s degree in Software Development or similar discipline
  • 3+ years in software development
  • .NET, C# programming experience
  • PowerShell, SQL, RabbitMQ experience, a plus
  • Cybersecurity certification or like, a plus
  • Experience with active directory, Unix and general networking
  • Desire to learn and grow in new areas of technology
  • Knowledge of O365, Azure and cloud solutions, a plus
  • Excellent interpersonal, and verbal English communication, written and presentation skills required
  • Ability to work closely with team members
  • Ability to be on-call for highly escalated, Severity 1 challenges
  • Highly motivated, “can do” attitude, works well under pressure

Thycotic is an Equal Opportunity Employer and does not discriminate on the basis of race, ancestry, national origin, color, religion, gender, age, marital status, sexual orientation, disability, or veteran status.

Upon conditional offer of employment, candidates are required to complete a criminal background check and drug screen per Thycotic employment policy. In addition, all publicly posted social media sites may be reviewed.

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