Escalation Engineer

OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life.

The Position

MetaDefender Managed File Transfer (MFT) is the next generation of OPSWAT's file transfer solution — built for scale and security, with OPSWAT's threat prevention technology built into every file flow. 

We're looking for a mid-level Sustaining Engineer to join the MFT engineering team and act as the technical bridge between our customers and our developers. Reporting to the MFT Engineering Manager, you'll be the first engineer on customer-escalated bugs and technical questions — diagnosing issues, fixing what you can directly, and routing the rest to the right place. You'll keep the core dev team focused on building the product instead of firefighting every live customer issue. 

What You Will be Doing

• Own the triage of customer-escalated bugs and technical questions. 

• Spot when a reported issue is really an enhancement request, and route it accordingly instead of building a one-off fix. 

• Join ad hoc customer calls with Customer Experience, Sales, and Solution Engineers to troubleshoot live issues. 

• Diagnose escalated issues, implement C# fixes, and ship them through standard PR review. 

• Write and run targeted MSSQL scripts for one-off customer fixes when needed. 

• Build and maintain a knowledge base for recurring issues. 

• Develop AI tools to improve escalation handling and troubleshooting. 

• Participate in weekend on-call support when needed. 

What We Need from You 

• Mid-level experience — comfortable owning a live customer issue independently. 

• Solid C# skills: enough to read, debug, and safely patch an existing codebase under time pressure. 

• Comfortable writing and running MSSQL scripts against production-adjacent data. 

• Working knowledge of infrastructure, enough to reason about where a customer issue lives in the stack. 

• Strong spoken and written English — you'll be in front of customers regularly. 

It Would be Nice if You Had

• A stable, growing international company with an established customer base across 50+ countries. 

• Direct ownership: your fixes reach real customers fast, with no long release queue for the small stuff. 

• Professional development through training, mentoring, and real opportunities for advancement. 

OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.

Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.