About Us

Eagle Eye Networks is the global leader in cloud video surveillance, delivering cyber-secure, cloud-based video with artificial intelligence (AI) and analytics to make businesses more efficient and the world a safer place. The Eagle Eye Cloud VMS (video management system) is the only platform robust and flexible enough to power the future of video surveillance and intelligence. Eagle Eye is based in Austin, Texas, with offices in Amsterdam, Bangalore, and Tokyo.

Eagle Eye Networks is a dynamic, fast-moving company. We value the benefits of face-to-face collaboration, and we believe it is more enjoyable and productive. The synergy of in-office interaction is critical to our culture and your presence is essential for Eagle Eye Networks’ success. Eagle Eye Networks has recently announced a return-to-office initiative that requires employees to be in the office five days a week. 

Summary
We are looking for a skilled, detail-oriented Escalation Engineer to join our SWAT (Software Assessment Team). This role involves validating and reproducing escalated issues from Support, preparing them for Engineering, and ensuring smooth communication and follow-through. The ideal candidate is a proactive problem solver with experience handling technical escalations, conducting QA/beta testing, and a strong ability to simplify complex technical information.

The position requires shifts from Monday to Friday, between 6:00 am and 6:00 pm. The specific 8-hour shift within this timeframe will be determined in consultation with the successful candidate.

The SWAT team is responsible for managing escalations from Support, NOC, and internal teams. Our core focus is on troubleshooting, replicating, and triaging customer-impacting issues, working closely with both support and engineering to isolate and resolve complex technical challenges.

Key Responsibilities:

• Escalation Management:
  • Take ownership of escalated issues from Support, NOC, and internal teams.
  • Prioritize, investigate, and manage the lifecycle of escalations to ensure timely resolution.
  • Effectively communicate status updates and findings to stakeholders.
• Technical Troubleshooting:
  • Perform in-depth investigations and replication of reported issues.
  • Collaborate with cross-functional teams to triage issues and identify root causes.
  • Use diagnostic tools and logs to troubleshoot and resolve complex problems.
• Collaboration with Engineering:
  • Provide engineering teams with detailed documentation of issues, including replication steps, logs, and environmental information.
  • Partner with developers and engineers to test potential fixes and validate solutions.
  • Contribute to post-incident reviews and knowledge-sharing to prevent similar issues.
• Process Improvement:
  • Identify opportunities for improvement in the escalation and triage process.
  • Suggest and implement best practices for efficient issue management and resolution.
  • Help improve the quality of documentation and knowledge base articles based on real-time learnings from escalations.

Previous Experience

• 2+ years of experience in a technical support, escalation management, or incident response role, preferably in fast-paced environments.
• Proven experience working closely with engineering and development teams to troubleshoot and resolve complex technical issues.
• Familiarity with handling customer-impacting issues in a high-pressure environment, ideally within a NOC, support, or similar reactive setting.

Required Skills & Qualifications: 

• Adaptability: Ability to handle varying tasks day-to-day in a fast-paced, reactive environment.
• Teamwork: Strong collaboration skills; team members must rely on each other to solve complex problems and meet objectives.
• Self-Driven: Demonstrated ability to take initiative and work independently without requiring micromanagement.
• Problem-Solving: Strong analytical skills for troubleshooting escalations with minimal information.
• Technical Proficiency: Ability to understand technical details from developers without needing to code.
• Communication Skills: Capable of simplifying complex technical issues for management while effectively collaborating with technical teams.

Preferred Qualifications:

• Experience with incident management platforms (e.g., JIRA, ServiceNow) or similar ticketing systems.
• Familiarity with NOC and support environments, managing multi-team escalations.
• Background in DevOps, system administration, or a similar technical role that involves deep problem-solving skills.
• Experience with browser debugging tools to assist with issue replication and troubleshooting.

Why work for Eagle Eye?

Eagle Eye Networks is an innovative, global start-up building the only platform powerful enough to support the future of video surveillance and security. Here your voice will be heard, and talent respected. We have proven leadership and financial backing of one of the world’s premier venture capital firms. The work we do is essential in today’s world, as our systems are used to protect the health, safety, and welfare of people and property around the world.

• Medical Benefits: We offer competitive medical, vision, and dental plans. Company offsets premiums.
• Taco Tuesdays: Like breakfast tacos? You’re at the right place, because weekly breakfast tacos are provided.
• 401k plan with company match!
• Weekly Lunch: Food is love. Especially when it is free.
• Snacks: You will never go hungry.
• Culture: Innovation drives our vibe.
• Diversity: We embrace our global presence, the diverse ideas and backgrounds of our team to improve our culture, our products and grow our people and our business.
• Unlimited PTO: We value our employees’ work/life balance and want you to spend the time off you need.

More About Eagle Eye Networks

Eagle Eye Networks is leveraging artificial intelligence on its true cloud platform to dramatically reshape the video surveillance and security industry. The Eagle Eye Cloud Video Management System (VMS) is a smart cloud video surveillance solution, purpose-built to help businesses improve safety, security, operations, and customer service. Tens of thousands of companies in more than 90 countries around the globe have moved their video surveillance to the cloud with Eagle Eye VMS. Customers, including multi-family residences, smart cities, schools, hospitals, hotels, logistics, restaurants, and retail shops trust Eagle Eye for actionable business intelligence and proactive security across multiple locations. The Eagle Eye VMS has strong APIs for the secure integration of third-party systems and works with thousands of industry cameras, so customers don’t have to “rip and replace” their existing infrastructure. Eagle Eye Cloud VMS is the only platform robust enough to power the future of video surveillance.

Eagle Eye Networks is an equal employment opportunity employer and values diversity. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.