Senior Escalation Support Engineer - Americas

About Camunda

Camunda is a leader in enterprise agentic automation, orchestrating complex business processes, including high-value knowledge work, across agents, people, and systems. They create production-ready, enterprise-grade agents with built-in governance, delivering trusted AI agents for business-critical processes. Over 700 leading innovators, such as Atlassian, ING, and Vodafone, rely on Camunda to accelerate time-to-value, boost operational efficiency, and enhance customer experiences. Camunda was recognized as a Visionary in the inaugural 2025 Gartner® Magic Quadrant™ for Business Orchestration and Automation Technologies (BOAT).

As a fully remote, global company, Camunda is redefining modern business. Named to GP Bullhound’s 2024 Top 100 Next Unicorn list, certified as a Great Place to Work, and recognized by Flexa for true flexibility, the company is experiencing rapid growth and seeking top talent. If you are eager to do meaningful work and make a real impact, this Senior Escalation Support Engineer role could be your next opportunity.

Role Overview

As a Senior Escalation Support Engineer - Americas, you will be instrumental in resolving complex customer issues. This role demands advanced troubleshooting skills, deep technical expertise, and seamless collaboration with engineering, product, and support teams. You will act as the crucial bridge between frontline support and engineering, ensuring critical incidents are efficiently resolved while implementing process improvements to prevent future occurrences.

What You'll Be Doing

• Address and resolve complex technical issues requiring advanced investigation.
• Collaborate closely with engineering, product, and support teams to drive solutions.
• Identify the root causes of critical issues and implement proactive process improvements to prevent recurrence.
• Serve as the primary point of contact for high-severity or escalated customer cases, maintaining clear communication and ensuring satisfactory resolution.
• Provide critical issue response, engaging extensively with customers on live calls to diagnose and resolve problems.

What You Bring

• 4 or more years of technical experience with Camunda or similar process automation products.
• Hands-on working experience with Java/J2EE.
• Ability to troubleshoot Java/Spring based applications effectively.
• Proficiency in building simple Java/Spring boot based projects for issue replication.
• Experience with build automation tools such as Maven or Gradle.
• Working knowledge of Docker, Kubernetes, Helm Chart, REST web services, and Elasticsearch.
• Experience with relational databases like Postgres, MySQL, or SQL Server, including the ability to write simple SQL queries and analyze database data.
• SaaS/Cloud Product Support experience.
• An aptitude for quickly understanding complex technical issues, customer expectations, product functionalities, and underlying architectures.
• Outstanding communication skills, including the ability to adapt to a customer’s communication style and de-escalate stressful situations.

Compensation & Benefits

Camunda offers competitive, fair, and transparent compensation, with salary ranges adjusted for location based on Standard and Major markets. The Annual Total Target Cash (base salary + 100% variable target, where applicable) for the United States ranges from $154,100 to $248,500. Equity is also offered through their Virtual Stock Option Plan (VSOP).

Benefits are globally designed and locally delivered, including:

• Remote & Flexible: Work from anywhere with a home office budget, co-working space support, and flexible time off.
• In Person Connection: Opportunities for annual kickoffs, team offsites, and Camundi Connection Budgets for meetups and local gatherings.
• Health & Wellbeing: Access to tailored healthcare, Modern Health for mental wellbeing, and a Live Well Lifestyle Spending Account (LSA) launching in 2026.
• Financial Security: Retirement and pension plans, plus life and disability insurance where applicable.
• Professional Growth: Up to $/€/£1,000 per year for self-driven learning, including courses, certifications, and books.

Camunda embraces an inclusive culture and is proud to be an equal opportunity employer, welcoming all qualified applicants regardless of gender, race, ethnicity, religion, belief, sexual orientation, age, disability, or other protected characteristics.

Key skills/competency

• Advanced Troubleshooting
• Technical Support
• Java/J2EE
• Spring Boot
• Docker
• Kubernetes
• Elasticsearch
• SQL
• Customer Communication
• Problem Solving