Senior Escaltion Engineer

Overview

Senior Escalation Engineer responsible for resolving complex customer technical issues, identifying recurring patterns, and connecting customer feedback with engineering and product teams. The role also focuses on internal tooling and using AI to improve technical support capabilities.

What you'll do

• Own deep-dive troubleshooting and resolution of challenging customer technical problems.
• Identify potential escalations and advocate for customers with product and engineering teams.
• Author technical troubleshooting articles and guides for internal and external use.
• Lead development of internal tools and processes for the assigned product area.
• Drive adoption of internal tools across technical teams.
• Participate in an on-call rotation for critical escalations and internal tooling.

What you'll need

• 7+ years of hands-on technical experience in a senior customer-facing role.
• Bachelor's degree in a relevant field or equivalent industry experience and certifications.
• 3+ years of in-depth experience with a major cloud platform.
• Experience reading, debugging, and writing code in at least one high-level language.
• Proficiency with Git, REST APIs or GraphQL, command-line tools, and Linux.
• Deep understanding of web technologies including HTTP, HTML, and DNS.
• Experience using AI tools to improve task efficiency.

Nice to have

• Experience with DevOps technologies and CI/CD pipelines.
• Experience with Kubernetes and container technologies.
• Experience with Infrastructure as Code tools such as Terraform.
• SQL proficiency and ability to create dashboards and datasets independently.
• Experience with relational and NoSQL databases.
• Experience in a CTO organization or similar strategic technical team.

Details

• Remote work in the United States.
• Visa sponsorship is not offered.