Software Engineer II (Escalation /Support Engineer)

Envision Yourself At Barracuda

• Come join our passionate team! Barracuda is a leading cybersecurity company
• providing complete protection against complex threats. Our platform protects email,
• data, applications, and networks with innovative solutions, and a managed XDR service,
• to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed
• service providers worldwide trust us to protect and support them with solutions that are
• easy to buy, deploy, and use.
• We know a diverse workforce adds to our collective value and strength as an
• organization. Barracuda Networks is proud to be an employer that complies with all
• applicable national, state and local laws pertaining to nondiscrimination and equal
• opportunity regardless of race, gender, religion, sex, sexual orientation, national origin,
• or disability.

What Youll Be Working On

• You will join the Email Protection organization focused on Impersonation Protection and
• Incident Response (IPIR) for Microsoft 365. The team builds and operates SaaS-scale
• security systems that help customers detect, investigate, and remediate email-based
• threats.

As a Software Engineer II (Escalation Engineer), you will serve as a key engineering owner for customer escalations, production reliability, and operational excellence. You will work closely

• with Support, Product, QA, and Engineering teams to diagnose complex customer
• issues, drive root-cause analysis, and build long-term solutions that improve customer
• experience and platform stability. This role provides a unique opportunity to work at the
• intersection of engineering, customer impact, and product quality.

• Own high-priority customer escalations from investigation through resolution.
• Influence product reliability and operational excellence.
• Work directly on security workflows including Microsoft Quarantine, Incident Response, Threat Detection, and Remediation.
• Partner closely with customers, support teams, product management, and engineering leadership.
• Develop deep expertise in Microsoft 365 security ecosystems and cloud-scale SaaS platforms.

• Act as the engineering owner for critical customer escalations.
• Investigate complex production issues affecting customer environments.
• Partner with Support and Customer Success teams to understand customer impact and urgency.
• Provide timely technical updates and resolution plans.
• Drive root-cause analysis and corrective actions.

• Analyze logs, telemetry, audit trails, and monitoring data.
• Investigate performance, scalability, and reliability concerns.
• Identify recurring customer pain points and drive long-term improvements.
• Improve service observability and operational readiness.

• Collaborate with Product Managers, Support Engineers, QA Engineers, and Software Developers.
• Participate in incident reviews and release readiness activities.
• Influence product roadmap discussions through customer feedback and escalation trends.
• Drive alignment across globally distributed teams.

• Experience supporting customer-facing SaaS products in production environments.
• Experience in Email Security, Cybersecurity, or Security Operations products.
• Good understanding of distributed systems and microservice architectures.
• Experience analyzing logs, metrics, and traces using modern observability platforms.
• Experience participating in incident response and postmortem processes.
• Experience building internal troubleshooting tools and automation.
• Familiarity with AI-powered security or threat-detection systems.
  What Youll Get From Us
• A team where you can voice your opinion, make an impact, and where you and your
• experience are valued. Internal mobility – there are opportunities for cross training and
• the ability to attain your next career step within Barracuda. In addition, you will receive
• equity, in the form of non-qualifying options.