Senior Escalation Support Engineer - Americas

Camunda is the leader in enterprise agentic automation, orchestrating complex business processes, including high-value knowledge work, across agents, people, and systems. By creating production-ready, enterprise-grade agents with built-in governance, Camunda uniquely delivers trusted AI agents for business-critical processes. Over 700 leading innovators like Atlassian, ING, and Vodafone, rely on Camunda to slash time-to-value from months to days, boost operational efficiency, and elevate customer experiences.

As a fully remote, global company, we’re rewriting the rules of modern business. Named GP Bullhound’s 2024 Top 100 Next Unicorn list, certified as a Great Place to Work, and recognized by Flexa for true flexibility, we’re growing fast and looking for top talent to join our team. If you’re excited to do meaningful work and make real impact, keep reading, this role could be the one you’ve been waiting for.

As the Senior Escalation Support Engineer, you will be responsible for handling complex customer issues that require advanced troubleshooting, deep technical expertise, and collaboration across engineering, product, and support teams. You will work as the bridge between frontline support and engineering, ensuring critical incidents are resolved efficiently while improving processes to prevent future issues.

What you'll be doing:

• 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

What you bring:

• 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

#LI-AL1 #LI-Remote #LI-DNI

What We Have to Offer:

Compensation

We offer competitive, fair, and transparent compensation. Salary ranges are location-based, with Standard and Major markets (global tech hubs) reflecting local competition.

The Annual Total Target Cash (base salary + 100% variable target, where applicable) shown below spans from the minimum in a Standard market to the maximum in a Major market. Final offers depend on skills, experience, and location, and we typically hire in the first half of the range to allow room for growth:

• United States: $128,500.00 to $212,000.00

• Germany: €83,000.00 to €137,300.00

• United Kingdom: £80,700.00 to £132,700.00

• Singapore: S$159,600.00 to S$239,300.00

If you’re based elsewhere, you’ll be hired via Remote.com (our global employer partner), and your Talent Acquisition Partner will provide a personalized Total Rewards Calculator after your first interview.

Equity: We also offer equity (where applicable) through our Virtual Stock Option Plan (VSOP).

Benefits & Perks

We invest in your wellbeing, growth, and ability to connect, along with perks that support you no matter where you’re based. Our benefits are globally designed and locally delivered where applicable.

• 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!

• More of what we offer globally & in your country can be found here.

”Everyone is welcome at Camunda” — it’s a celebrated component of our culture. We strive to create an inclusive environment that empowers our people. At Camunda, we honour diverse cultures and backgrounds and are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to gender, race, ethnicity, religion, belief, sexual orientation, age, disability or any other protected characteristics under applicable law. We are looking forward to your application!

Come join us and be part of Camunda’s incredible journey: Make an impact at a pivotal moment in our story!