Overview
Join to apply for the Senior Escalation Support Engineer - EMEA role at Camunda.
We are Camunda - where your work will have real impact. Picture yourself at a company where your work is a key driver of transformation for hundreds of organizations. Your work will shape how enterprises like Atlassian, NASA, and Goldman Sachs orchestrate their most critical processes to drive digital transformation.
As the Senior Escalation Support Engineer, you will be responsible for handling complex customer issues that require advanced troubleshooting, deep technical expertise, and collaboration across engineering, product, and support teams. You will work as the bridge between frontline support and engineering, ensuring critical incidents are resolved efficiently while improving processes to prevent future issues.
What You'll Be Doing
* Advanced Troubleshooting: Address and resolve complex technical issues
* Collaborate and work closely with engineering, product and support teams
* Identify the underlying causes of critical issues and improve processes to prevent recurrence
* Be the point of contact for high-severity or escalated customer cases, ensuring clear communication and satisfactory resolution
* Provide critical issue response by connecting extensively with customers on live calls
What You Bring
* Ability and/or willingness to use our product
* 4 or more years of technical experience with Camunda or similar products
* Hands-on working experience with Java/J2EE
* Able to troubleshoot Java/Spring based applications
* Able to build simple Java/Spring boot based projects for the purpose of replicating the issue
* Experience in working with one of the build automation tools such as Maven, Gradle
* Working knowledge of Docker, Kubernetes, Helm Chart, REST web services, Elasticsearch
* Experience with one of the Relational Databases such as Postgres, MySQL, SQL Server (able to write simple SQL queries, analyze data in database)
* SaaS/Cloud Product Support experience
* Aptitude for quickly understanding complex technical issues, understand a Customer’s expectations, products and underlying architecture
* Outstanding communication skills including the ability to match a Customer’s communication style and de-escalate stressful situations
Compensation, Benefits & Equity
* Compensation: Salary ranges are location-based with Standard and Major markets; ranges are detailed per country (United States, Germany, United Kingdom, Singapore).
* Equity: We offer equity through our Virtual Stock Option Plan (VSOP) where applicable.
* Benefits & Perks: Remote work, health and wellbeing, professional growth, and more globally designed and locally delivered.
We’re committed to an inclusive environment and are an equal opportunity employer. All qualified applicants will receive consideration without regard to gender, race, ethnicity, religion, belief, sexual orientation, age, disability or any other protected characteristics under applicable law.
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