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 You'll 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.

Escalation Ownership & Customer Advocacy

• 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.

Production Investigation & Reliability

• 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.

Cross-Functional Collaboration

• 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.

Preferred Qualifications

• 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 you'll 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.

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