Senior Escalation Engineer

Location HU-Remote | HU-Budapest
Job ID
Position Type
Regular Full-Time


Do you want to work in a fun and supportive environment?


At One Identity we know that companies with a strong positive culture perform so much better. That is why every day we strive to create a collaborative and inclusive working environment where our people can feel empowered to succeed.


At One Identity you may work from home, but you will never feel remote, or you can join the Hungarian offices in Budapest and Veszprém as well!


One Identity is seeking a skilled, self-motivated Senior Escalation Engineer to join our Engineering team, providing Tier 2 technical support for products in our Identity and Access Management (IAM) portfolio for customers all over the world. The ideal candidate is a creative person who will investigate customer requests and provide technical expertise for issues escalated by Tier 1 support. You will liaise with customers, product experts, and engineers to troubleshoot issues and provide satisfactory solutions. You will bring a proactive, can-do mindset and fill a critical role in helping us meet customer expectations by delivering secure and reliable products and services. We are looking for you if you like a balance of independence and responsibility, tackling complex technical problems, and delivering effective solutions for our customers. We welcome new ideas, value diversity of thought and experience, and enjoy working together in a dynamic, supportive environment. 


You will help us make a big impact in the security marketplace as we grow from that foundation and into new markets world-wide.  Come join our hard working team and tell us your story!


- You will support Identity and Access Management (IAM) products and services, working with customers and support engineers worldwide.

- You will have the chance to monitor the case tracking system for newly-escalated customer issues and ensure they are triaged and prioritized in accordance with company guidelines and service-level agreements.

- You will collaborate with the engineering team to troubleshoot customer problems and reach a resolution with minimal disruption to the customer.

- You will have the freedom to assess tradeoffs in customer wants vs needs and provide pragmatic solutions under time and cost constraints.

- You can use your creativity to build test systems to help diagnose errors, test proposed solutions, and deliver a workable solution.

- You will be able to keep the global support organization up-to-date throughout the lifecycle of the customer service request in accordance with communication protocols and service level agreements.

- You will be available to participate in online meetings and calls where necessary during the working day, with some flexibility to overlap hours to convey information to customers and US-based development teams as required.

- You will have the opportunity to provide information to the Product and Documentation teams for knowledge-based articles to help customers mitigate or circumvent known problems.


- 3 years of experience in software customer support, or software development with customer engagement

- Familiar with the concepts of Identity and Access management (IAM), including SSO/Federation, multi-factor authentication, directory services, and privileged access management (PAM).

- Knowledge of service-oriented architecture in a multi-tenant cloud environment.

- Understanding of troubleshooting in a SaaS based environment utilizing monitoring and logging tools such as DataDog, New Relic, CloudZero, and Airbrake

- Experience with AWS cloud architecture, Kubernetes, Docker, and networking protocols.

- Familiar with Rest APIs and product SDKs, and ability to use them with frameworks such as Postman.

- Some full stack coding experience would be advantageous, especially with Ruby on Rails, React, Bash or PowerShell, and/or Postgres




- Have strong analytical and problem solving skills

- Has excellent interpersonal and communication skills

- Have an enthusiastic, flexible, positive attitude

- Have the ability to be focused and think clearly under pressure.

- Have a willingness to help others

- Speaks the languages of both customer and engineering and communicates well throughout the organization.

- Is self-motivated, well organized, and comfortable working independently.

- Works well under pressure and can handle multiple tasks and balance competing business priorities.

- Eager to learn new concepts and keep up to date with evolving technologies.


Company Description 

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.  


When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.  


Why work with us?  

-Life at One Identity means collaborating with dedicated professionals with a passion for technology.  

-When we see something that could be improved, we get to work inventing the solution.  

-Our people demonstrate our winning culture through positive and meaningful relationships.  

-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.  

-Our team members’ health and wellness is our priority as well as rewarding them for their hard work.  


One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.  


Come join us. For more information, visit us on the web at One Identity Careers | Explore Opportunities with the OI Team 


Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in or 



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