[Remote] Senior Escalation Support Engineer - Americas

Note: The job is a remote job and is open to candidates in USA. Camunda is the leader in enterprise agentic automation, orchestrating complex business processes across agents, people, and systems. As a Senior Escalation Support Engineer, you will handle complex customer issues requiring advanced troubleshooting and collaborate with engineering, product, and support teams to ensure critical incidents are resolved efficiently. Responsibilities • Advanced Troubleshooting: Address and resolve complex technical issues • Collaborate and work closely with engineering, product and support teams • Identify the underlying causes of critical issues and improve processes to prevent recurrence • Be the point of contact for high-severity or escalated customer cases, ensuring clear communication and satisfactory resolution • Provide critical issue response by connecting extensively with customers on live calls Skills • Ability and/or willingness to use our product • 4 or more years of technical experience with Camunda or similar products • Hands-on working experience with Java/J2EE. • Able to troubleshoot Java/Spring based applications • Able to build simple Java/Spring boot based projects for the purpose of replicating the issue • Experience in working with one of the build automation tools such as Maven, Gradle • Working knowledge of Docker, Kubernetes, Helm Chart, REST web services, Elasticsearch • Experience with one of the Relational Databases such as Postgres, MySQL, SQL Server (able to write simple SQL queries, analyze data in database) • SaaS/Cloud Product Support experience • Aptitude for quickly understanding complex technical issues, understand a Customer’s expectations, products and underlying architecture • Outstanding communication skills including the ability to match a Customer’s communication style and de-escalate stressful situations Benefits • Remote & Flexible: Work from anywhere with the setup that suits you, home office budget, co-working space support, and flexible time off to recharge when you need it. • In Person Connection: We invest in meaningful face time through our Annual Kickoff (Vienna in 2025, Madrid in 2026!), team offsites, and Camundi Connection Budgets, including contributing to meetups while travelling,, and local gatherings with fellow Camundi. • Health & Wellbeing: Access locally tailored healthcare, Modern Health for global mental wellbeing, and an annual fitness reimbursement. • Financial Security: Retirement and pension plans (often with company contributions), plus life and disability insurance where relevant. • Professional Growth: Up to $/€/£1,000 per year for self-driven learning: courses, certifications, books, you decide! Company Overview • Camunda is the leader in enterprise agentic automation, orchestrating complex business processes. It was founded in 2008, and is headquartered in Berlin, Berlin, DEU, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship • Camunda has a track record of offering H1B sponsorships, with 2 in 2025, 2 in 2024, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job