Software Escalation Engineer
CatchpointBengaluru, Karnataka, India
Posted September 9, 2025
Full Time
About the Company
Catchpoint is the Internet Resilience Company, specializing in digital experience monitoring and observability. Leveraging thousands of vantage points, Catchpoint's platform offers synthetic monitoring, RUM, performance optimization, and advanced analytics to help global retailers, CDNs, cloud service providers, and xSPs detect and resolve issues before they impact their business. With unparalleled observability into customer experiences, networks, applications, and APIs, Catchpoint ensures high resilience and exceptional performance.
Job Description
This Software Escalation Engineer role focuses on resolving critical issues related to products, infrastructure, and configuration. The engineer will diagnose complex technical problems, propose solutions, and collaborate with various teams to improve product reliability and customer trust. They will be the go-to technical expert for escalated cases.
Requirements
- 4+ years of experience in IT Operations, Technical Support, Escalation Engineering, or Software Development
- Strong knowledge of networking: TCP/IP, DNS, DHCP, HTTP/S, Proxies, SSL/TLS, API traffic analysis
- Advanced troubleshooting skills with Linux (RHEL/Ubuntu)
- Experience with containerization & orchestration (Docker, Kubernetes, Helm)
- Scripting/automation skills in Javascript, Python, Bash, or PowerShell along with IaC tools like terraform, SaltStack or Ansible
- Experience with packet capture & analysis (tcpdump, Wireshark)
- Aptitude towards problem solving.
- Exceptional ability to communicate complex technical issues to both technical and non-technical audiences
- Ability and willingness to pick up new languages and platforms.
- Strong fundamentals in troubleshooting distributed systems and microservices
- Experience with GDB, WinDBG
- Experience with tools like GDB, WinDBG
- Ability and willingness to pick up new languages and platforms
