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Escalations Engineer

Escalations Engineer

Atlanta, GA /

Customer Success - Technical Support /

Exempt Full Time

Exabeam is a global cybersecurity leader that adds intelligence to every IT and security stack. We are reinventing the way security teams use analytics and automation to solve threat detection, investigation, and response (TDIR), from common security threats to the most critical that are difficult to identify. The Exabeam Security Management Platform is a comprehensive cloud-delivered solution that leverages machine learning and automation using a prescriptive, outcomes-based approach to TDIR. It is designed and built to help security teams detect external threats, compromised users and malicious adversaries, minimize false positives, and make security success the norm. For more information, visit .

Exabeam is seeking a client-facing Escalation Engineer with a customer-first attitude and a problem-solving mindset to support and resolve challenging and complex technical issues experienced by some of our highest-value customers.  The Escalation Engineer will work as part of the Customer Success Team as the premier technical resource to identify, manage, troubleshoot, and resolve customer facing problems and provide 'white glove services' to assist customers to achieve their security objectives. The role will interface directly with both customers and engineering teams to ensure smooth and swift resolution.  We solve challenging and complex problems every day, we collaborate and share knowledge with each other and innovate solutions enabling our customers to make the most of Exabeam's software. 


    • Be the top technical resource for the company's most valued and strategic customers
    • Study customer data, environment and configuration to identify and narrow down root cause
    • Perform in-depth analysis of issues to support engineering fixes and highlight common issues and trends
    • Assist customers and front-line support engineers to diagnose, troubleshoot, and resolve customer issues
    • Act as a technical leader and assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios and problem-solving collaboration.  
    • Ability to build business relationship with key customer contacts and Technical Account Managers and enhance the trust
    • Ability to quickly identify customer issues to specific process, service or component; and being able to conduct in-depth analysis with the engineering group effectively. 
    • Develop tools, scripts to automate troubleshooting activities and explore diagnostic opportunity based on monitoring/alerts


    • BS/MS in Computer Science or related technical discipline
    • Experience with Linux is a must
    • Coding/Scripting experience (PowerShell, Python, Java etc..)
    • Creative and critical thinking skills
    • Excellent communication ability to enable our customers and help with their security use cases of our platform
    • Experience with using SIEM technology a plus
    • Must be able to work well independently and in a team environment.
    • Must be able to work in a fast-paced technical environment and sophisticated cyber-security products with frequent product releases and updates
    • Self-motivated with a strong desire to reach your potential and grow your career at Exabeam with further opportunities
    • Excellent communication ability to enable our customers and help with their security use cases of our platform  
    • Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution 

Exabeam is privately funded by Blue Owl Capital, Lightspeed Venture Partners, Cisco Investments, Norwest Venture Partners, Acrew Capital, Icon Ventures, and investor Shlomo Kramer. For more information visit  or follow us on  LinkedIn  and  Twitter .

Salary Range
$79,000.00 - 118,000.00
per Year
Salary range estimated by
Atlanta, GA 30301, US