Senior Customer Support Engineer , Customer Escalations

Key Responsibilities

• Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff. This includes deep-dive investigations and reproduction of difficult-to-isolate bugs.
• Get on calls with customers, pull logs, and communicate with the customer about leading theories.
• Build engineering handoff packages that require minimal follow-up questions: reproducible case, log evidence (timestamps, node IDs), version matrix, impact scope, what's already been ruled out, and a proposed engineering team to own the fix.
• File and track issues for confirmed bugs, keeping the ticket/issue link intact so engineering retains full customer context.
• Monitor for patterns across escalations to catch recurring or systemic issues early; translate what you learn into product improvements, tooling, and runbooks that raise the technical bar for the whole Support org.
• Partner with Support, CSE, and Product/Eng, while staying within this team's scope.

Requirements

• 4+ years in a technical support or escalation role at a SaaS or infrastructure company, with demonstrated ownership of escalated/enterprise-tier accounts.
• A genuine problem-solver who gets energy from untangling hard, ambiguous technical issues.
• Comfortable owning a live, high-stakes customer call: staying calm, building trust, and communicating clearly with a frustrated or technical customer under pressure.
• Hands-on networking experience in production or homelab environments: TCP/IP, routing, DNS, firewalls, NAT, VPNs, load balancers.
• Deep familiarity with overlay networking concepts — WireGuard, UDP hole punching, STUN — and comparable VPN/networking products.
• Code-level debugging capability: can read Go source, reason about goroutines/locks/channels, read pprof CPU/heap profiles, and understand network interface semantics.
• Comfortable with infrastructure concepts: cloud IaaS, CI/CD pipelines, containerized applications, and Kubernetes debugging.
• Strong systems administration skills as well as troubleshooting across Linux, macOS, and Windows.
• Track record of independently building reproducible test cases and clear, evidence-backed bug reports engineering can act on directly.
• Strong technical storytelling: able to distill highly technical, ambiguous issues into clear narratives for both engineers and non-technical stakeholders.
• Investigative mindset; curious to analyze root cause, and evaluate all options to get customers to the best solution.
• Proficiency with programming/scripting in Go, Python, JSON.
• Experience with packet-level analysis.

Compensation

• US Pay Range: $115,000—$144,000 USD (base salary target for new hires; individual offers may vary based on experience and skill set).
• Total compensation package includes base salary, equity incentive plan, and comprehensive benefits (health, vision, dental, retirement contributions, professional development, home office setup, parental leave, and more).