---
title: 'Escalation Engineer at ControlUp'
canonical: 'https://feeny.ai/job/escalation-engineer-controlup-united-kingdom-wf2at38qxtjf'
type: 'job'
last_seen: '2026-09-08'
---

# Escalation Engineer at ControlUp

- **Company:** ControlUp
- **Location:** United Kingdom
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-05-26
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/controlup/393c0eac-2c87-4041-af82-f11f44f5db4e

## Job description

ControlUp is a leader in Digital Employee Experience (DEX), evolving IT operations with agentic AI to deliver Autonomous Endpoint Management (AEM) and a digital workspace that runs itself. Our platform transforms millions of real-time signals into intelligent action, bridging the gap between deep visibility and automated remediation. We turn "IT headaches" and employee frustration into self-healing operations, allowing organizations to move beyond reactive troubleshooting toward a future where technology works seamlessly in the background. We're here to ensure the workday runs without disruptions. No tool sprawl, no wasted time, and no friction. Just technology that works for people, not against them, so they can stay focused on what they do best.

One platform. One powerful shift in how work flows.

About the Role: We are looking to hire a skilled Escalation Engineer to work closely with our Customer Support team and provide ControlUp customers enhanced in-depth Support solutions. As an Escalation Support team member, you will be responsible for providing our customers’ complicated issues technical solutions, in-depth ControlUp products including code reading and bug fixes development.

What You’ll Own:

- Provide expert-level technical support for our products
- Analyze, diagnose, and debug complex customer issues.
- Create and implement patches, fixes, and diagnostic tools.
- Take ownership of escalations and drive them toward resolution.
- Act as a technical focal point in cooperative relationships with other internal groups.
- Coordinate with engineers across various product components to deliver successful outcomes.
- Acquire both broad and in-depth product knowledge
- Create and improve documentation to help support engineers resolve cases.
- Demonstrate strong interpersonal and communication skills.
- Push for solutions and collaborate with people across teams.

What you'll bring:

- At least 2 years of hands-on full-stack experience with strong backend skills, working in multi-threaded environments at scale, using .NET
- Web services / WCF / IIS
- Strong troubleshooting skills
- Great interpersonal skills
- Ability to work under pressure
- Fast at adapting to new technologies Independently driven, proactive, accountable, reliable team player

Nice To Have:

- Development experience with Microsoft SQL and T-SQL
- Customer support experience
- Experience working with Insights and Splunk
- Experience with Windows internals (Win32 API
- Hands-on experience with Microsoft environments (Windows Server, NTFS, Active Directory, Exchange, LDAP, IIS, GPO, Azure)
- Hands-on hypervisor experience
- Solid understanding of data structures, design patterns, and algorithms
- Experience with large-scale software projects

Why You'll Love It Here:

- Global, Not Isolated: You'll work with a diverse team spanning the US, EMEA, and Israel. We're known for our vibrant social culture, and once a year, the entire global company comes together for a major offsite to reconnect in person.
- Meaningful Impact: Make a real impact from day one, working with cutting-edge technology in a fast-paced, global environment.
- Collaborative & Growth-Driven: Join a collaborative, empowering culture where learning and professional growth are encouraged.
- True Flexibility: We offer a hybrid model. We care about the output of your expertise, not the hours you spend in a specific chair.

Ready to join? Apply now and help us shape the future of IT and employee experience.

## About ControlUp

## Company Overview
- **One-liner**: ControlUp provides an AI-powered digital employee experience (DEX) platform that helps IT teams proactively monitor, remediate, and optimize endpoints to deliver a frustration-free workspace.
- **Entity Type**: Private (Series unknown; total funding $140.2M across 4 rounds; achieved unicorn status in 2024)
- **Headquarters**: Rishon LeZion, Israel (global HQ) with major offices in San Francisco, California, USA and Fort Lauderdale, Florida, USA.
- **Founded**: 2012
- **Founders**: Not publicly listed on the provided sources; the company was built by a team including ex-Takoto co-founder Gadi Feldman (now CPO).

## Core Business
- **Primary industry/industries**: Digital Employee Experience (DEX), Autonomous Endpoint Management (AEM), IT Operations (ITOps)
- **Target customers**: B2B – Enterprise IT teams, managed service providers (MSPs), and large organizations (over a third of Fortune 100 are customers).
- **Mission or purpose statement**: “To make technology invisible – not because it disappears, but because it just works.” ControlUp aims to transform IT from reactive support ticket handling to a proactive, self-healing digital workspace.

## Products & Services
- **ControlUp Solve**: A SaaS platform for automated remediation – detects and fixes common desktop, application, and network issues without human intervention.
- **ControlUp Remote DX**: Monitors and optimizes the digital experience for remote and hybrid workers, ensuring performance across VPNs, VDI, and cloud desktops.
- **ControlUp Edge DX**: Extends visibility and control to physical endpoints (laptops, desktops) to prevent slowdowns and enhance user experience.
- **Agentic AI Layer (recent addition)**: Incorporates agentic AI to move from DEX to full Autonomous IT Operations (AEM) – the platform sees, understands, decides, and acts.

## Market Standing
- **Valuation/Market Cap**: Achieved “unicorn” status (valuation >$1B) after crossing $100M ARR in 2024. Exact valuation not disclosed.
- **Key Metric**: **Annual Recurring Revenue (ARR) – $100M** (2024); **Total Funding – $140.2M** (across 4 rounds)
- **Notable Investors/Partners**: Not specifically named in provided sources, but investors enabled unicorn round. Partners include major IT ecosystem players (implied by Fortune 100 adoption).
- **Growth Signals**:
  - Grew from DEX leader to AEM pioneer with agentic AI.
  - Acquisitions: Takoto (automation) and UniPath Inc. – bringing world-class automation and AI capabilities.
  - 2000+ global customers, 6M+ seats under management.
  - 4700+ Certified ControlUp Experts.
  - Headcount grew ~5.6% YoY to 357 employees (linkedin) or “400 teammates worldwide” (company page).

## Competitive Advantages
- **Real-time visibility & proactive remediation**: Detects issues 20x faster than leading platforms and automates fixes before users are impacted.
- **Unified DEX + ITOps platform**: Combines monitoring, analytics, and automated remediation in a single pane – reducing tool sprawl.
- **Agentic AI (Autonomous IT)**: Uses AI not just for insights but to decide and act autonomously, moving beyond legacy DEX tools.
- **Deep customer trust**: Over a third of Fortune 100 companies rely on ControlUp; 2000+ global customers; high NPS implied by “scrappy authenticity and roll-up-our-sleeves customer service.”

## Strategic Focus
- **Autonomous IT Operations (AEM)**: The company is pivoting from DEX to a fully autonomous platform that can heal, optimize, and manage itself using agentic AI.
- **Scaling globally**: New office in Fort Lauderdale, Florida (2024) and continued hiring across US, Israel, Europe (DACH, Netherlands, UK, Poland).
- **Expanding product capabilities**: Continued acquisition and integration of automation and AI startups (Takoto, UniPath) to accelerate roadmap.

## Why Work Here
- **Culture**: Described as “one team” with “scrappy authenticity” – collaboration, ownership beyond role, and collective wins celebrated. Emphasizes “big thinkers and meticulous executors.”
- **Work setup**: **Hybrid** – employees can work from one of four offices (Israel, San Francisco, Fort Lauderdale, additional European hubs) or from home.
- **Benefits**:
  - Medical, dental, vision coverage starting day 1 (company pays portion).
  - Flexible Time Off (FTO) + 6 paid sick days + 10 company holidays.
  - 401k match (50% on first 4% of compensation, no waiting period).
  - Stock options (offered after 90 days).
  - 100% company-paid $100k life insurance; voluntary short/long-term disability, AD&D.
  - Annual all-expenses-paid company trip; regular virtual and in-person events.
- **Professional growth**: “No limits to opportunities and growth” – employees carve their own path.
- **Team**: 357–400 teammates across 17 countries; strong engineering presence in Israel and US.

## Sources
1. [ControlUp Careers Page](https://www.controlup.com/company/careers/)
2. [ControlUp Company Page](https://www.controlup.com/company/)
3. [ControlUp Job Listings (Lever)](https://jobs.lever.co/controlup)
4. [LinkedIn Company Profile](https://www.linkedin.com/company/controlup-technology)
5. [CBInsights Profile](https://www.cbinsights./com/company/controlup)

## Other roles at ControlUp

- [Project Manager - Product & R&D](https://feeny.ai/job/project-manager-product-r-d-controlup-rishon-lezion-b2eczby8bvbg) — Rishon Lezion, Israel
- [Devops Engineer](https://feeny.ai/job/devops-engineer-controlup-rishon-lezion-k90hbhbk2qwa) — Rishon Lezion, Israel
- [Technical Product Manager](https://feeny.ai/job/technical-product-manager-controlup-israel-h2fqrkz45svy) — Israel
- [Technical Product Manager](https://feeny.ai/job/technical-product-manager-controlup-united-states-east-ct6yzx342qc2) — United States East
- [HR Business Partner](https://feeny.ai/job/hr-business-partner-controlup-rishon-lezion-g932315xneg4) — Rishon Lezion, Israel
- [DACH Enterprise Customer Success Manager](https://feeny.ai/job/dach-enterprise-customer-success-manager-controlup-germany-nbjhr1d89g8f) — Germany
- [Technical Relationship Manager, Americas](https://feeny.ai/job/technical-relationship-manager-americas-controlup-united-states-m3r2fn7aaxvx) — United States
- [Enterprise Customer Success Manager (US)](https://feeny.ai/job/enterprise-customer-success-manager-us-controlup-united-states-zaa026jbx6r3) — United States
- [Sales Development Representative (US)](https://feeny.ai/job/sales-development-representative-us-controlup-fort-lauderdale-he64y0akmnzm) — Fort Lauderdale, FL
- [Escalation Engineer](https://feeny.ai/job/escalation-engineer-zello-austin-vkt9wcewq63s) — Austin, TX