Escalation engineer
OPSWAT, Veszprém, Veszprém, Hungary +1
The role
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 do
- 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.