Senior Escalation Engineer

Responsibilities

• Own the escalation program end-to-end: define escalation criteria, severity classifications, and SLA targets.
• Provide advanced technical support and guidance both internally and to customers as an internal escalation point.
• Lead the investigation and resolution of critical issues, including managing incidents and ensuring effective communication.
• Build the feedback loop into Engineering and Product: identify recurring patterns and translate into product feedback, bug prioritization, and roadmap influence.
• Upskill team members through mentorship, training, and technical coaching on advanced topics.
• Lead high-impact projects within Support such as refining processes, automating tasks with AI, and improving escalation/incident processes.
• Keep abreast of new technologies to improve technical support standards.
• Foster a culture of inclusiveness, empathy, and continuous improvement.

Requirements

• 5+ years of experience in a technical support or support engineering role, with at least 1 year in escalated support.
• Advanced understanding of React, Terraform, JavaScript, web development, and database management systems (SQL, NoSQL).
• Advanced knowledge of API and identity authentication (OAuth 2.0, Okta, SAML).
• Proven experience in incident management and resolution of critical issues.
• Excellent problem-solving and communication skills.
• Familiarity and certifications with cloud providers (AWS, Azure, GCP).
• Experience with containerization and orchestration (Docker, Kubernetes).
• Bachelor's degree or higher in Computer Science or related field.

Compensation

• Base pay range: $140,000 – $187,000 per year.
• Additional equity and comprehensive benefits (medical, dental, vision, 401(k)).