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.