Technical Escalation Engineer

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🕒 March 20

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Assured Benefits Administrators

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1985

⚕️ Healthcare Insurance

📋 Compliance

Healthcare Insurance • Compliance

Assured Benefits Administrators is a company that specializes in providing information and administrative services related to group health plans and health insurance. They are committed to transparency in coverage and comply with the Transparency in Coverage Final Rule Act, which requires health plans and issuers to publicly disclose information to help consumers understand healthcare costs. The company facilitates this process by providing machine-readable files that detail negotiated rates with in-network providers and historical payments to out-of-network providers. Their goal is to empower consumers to make informed, price-conscious decisions regarding their healthcare expenses.

📋 Description

• Own and lead high-severity (Sev 1) customer issues end-to-end, driving structured investigations and clear root cause identification • Act as the senior technical authority on enterprise escalation calls, setting direction and next steps • Serve as the escalation gatekeeper by reviewing and approving all escalations to Engineering, ensuring completeness, clarity, and strong reproduction steps • Validate logs, packet captures, and troubleshooting work before escalation — no premature or vague tickets • Act as the primary technical interface between Support and Engineering, translating customer impact into actionable technical detail • Participate in post-incident reviews and ensure learnings are captured and shared • Guide and mentor Technical Support Engineers and Senior TSEs on complex issues, reinforcing structured troubleshooting and a reproduction-first mindset • Influence documentation quality and contribute to knowledge sharing across the team • Act as the named escalation authority for enterprise customers, providing clarity and confidence during high-pressure situations • Set and uphold technical standards for escalation quality across the Support organization

🎯 Requirements

• 5+ years in Technical Support, Escalation Engineering, or similar roles in B2B SaaS or cybersecurity environments • Deep troubleshooting expertise across networking, systems, and cloud environments • Proven experience handling high-severity incidents and enterprise escalations • Strong ability to analyze logs, packet captures, and complex system behavior • Experience working cross-functionally with Engineering teams • Excellent communication skills with the ability to clearly convey complex technical concepts • Calm, methodical, and highly organized approach under pressure • Nice to have: experience with zero trust or network access solutions and a passion for improving support processes at scale

🏖️ Benefits

• - Opportunity to make a significant impact on the operations of the company. • - Collaborative and dynamic work environment with opportunities for professional growth and development. • - Competitive compensation and benefits package. • - 100% remote