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Job ID: JR0812967
Job Category: Engineering
Primary Location: Waterloo, ON CA
Other Locations:
Job Type: Experienced Hire

Software Escalation Engineer

Job Description

Software Escalation Engineer

In this role, you will be responsible for triaging and investigating production issues/escalations that are reported by Product Engineers or the support team. You will determine the root cause for the issue, and propose a solution to the core/sustenance team.

CRT is a central point of contact for reporting production issues. You will also be guiding the team and providing mentorship to team members to ensure the team is working smoothly and the case backlog is effectively managed. 50% of the time will be spent on triaging and debugging cases; 30% time will be spent in reviewing the code to identify where the issue is and 20% of the time will be spent communicating with the team and other peer groups.


  • establishing metrics, applying industry best practices, and developing new tools and processes to ensure team goals are met
  • Out perform independently, and have an ability to work with multiple teams world-wide simultaneously,
  • Quickly develop a deep understanding on architectural details for multiple components of McAfee Consumer product suite
  • Collaborate with your peers, customer stakeholders
  • Support and Partners for technology/solution advancement and product delivery
  • Work closely with other members of the team and propose appropriate solutions for delivering bug-fixes, patches and workarounds
  • Constantly participate in product discussions
  • And when required, try to influence product development teams with improvisation ideas.


Required Skills :

Excellent communication skills
Excellent analytical, critical thinking, and reasoning
Experience with C++ programming
Experience with Multi-threaded programming, COM based programming
Proficient in Win 32 application debugging with Sys internal Tools
Experience debugging applications with Win DBG
Comfortable with PYTHON programming
Nice to have Skills: Knowledge in Android, PHP might be an asset.

Inside this Business Group

The Intel Security Group combines employees from McAfee and Intel – people with security expertise in hardware, software, and solutions into one business unit focused on building hardware, software, services and end-to-end security solutions. Intel Security Group sets the stage for new levels of collaboration and innovation and will drive leadership in the industry by providing ubiquitous security and identity protection for people and businesses worldwide.

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