Senior Escalation Support Engineer - Americas

About the Role

Join Camunda's Americas Support team as a Senior Escalation Engineer to tackle our most complex technical challenges and drive critical resolutions for our enterprise customers.

Responsibilities

• Act as the final point of technical escalation for complex, high-priority customer issues across the Americas region.
• Perform deep-dive analysis, debugging, and troubleshooting of Camunda Platform and related technologies (e.g., BPMN, workflow engines, Java/Spring applications).
• Collaborate directly with Engineering and Product teams to identify root causes, provide detailed reproduction steps, and advocate for necessary fixes or improvements.
• Develop and maintain internal knowledge base articles, diagnostic tools, and documentation to improve overall support efficiency.
• Mentor junior support engineers on advanced troubleshooting techniques and complex system interactions.

Requirements

• 5+ years of experience in a technical support role, with at least 2 years focused on escalation or Tier 3/4 support for enterprise software.
• Expert-level proficiency in troubleshooting distributed systems, microservices architectures, and complex application server environments (e.g., Tomcat, WildFly).
• Strong command of Java, including the ability to read, analyze, and debug Java stack traces and application logs.
• Solid understanding of database systems (SQL, PostgreSQL, MySQL) and experience diagnosing performance issues related to data persistence.
• Excellent written and verbal communication skills, capable of translating highly technical findings to both engineering peers and non-technical stakeholders.

Nice-to-Haves

• Direct experience with Camunda Platform (BPMN, CMMN, DMN) or other workflow/process automation engines.
• Familiarity with cloud environments (AWS, Azure, GCP) and containerization technologies (Docker, Kubernetes).
• Experience supporting customers in a remote, multi-time zone environment.

Role Impact

This role is crucial for maintaining high customer satisfaction among our largest clients by ensuring rapid, expert resolution of critical production issues, directly influencing product stability and customer trust.