Technical Escalation Engineer
The Technical Escalation Engineer bridges Customer Support and Engineering to investigate technical issues, monitor production, and improve incident-management practices. The role requires 5+ years in L3 support, incident management, or technical leadership, plus the ability to understand code and technical concepts.
About the job
Responsibilities
- Act as a liaison between the Customer Support and Engineering teams to safeguard the Pigment platform.
- Proactively monitor the platform and help prevent production issues.
- Ensure production incidents are addressed appropriately.
- Review existing practices and propose improvements that increase customer satisfaction and protect Product and Engineering productivity.
- Take initiative on organization-wide technical improvements.
Requirements
- 5+ years of experience in L3 technical support, software incident management, or technical leadership.
- Ability to understand code and technical concepts, supported by prior experience.
- Experience building data models is a plus.
- Curiosity about how systems work and willingness to be hands-on.
- Strong teamwork and problem-solving skills.
- Strong ownership, perseverance, and attention to detail.
- Ability to explain and summarize complex technical issues.
- Excellent organization and prioritization skills.
- Initiative-taking and customer-first mindset.
Skills
Technical Support, Incident Management, Incident Response, Software Engineering, Data Modeling, Production Monitoring, Problem Solving, Technical Troubleshooting
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