Escalations Engineer

Job Summary

Owning the engineering response to complex customer issues, the full-time Escalations Engineer will manage L3 escalations from diagnosis to resolution while collaborating with support teams and driving systemic fixes to enhance product reliability, all in a remote work environment.

Key responsibilities

• Own L3 escalations end-to-end, diagnosing issues and implementing fixes
• Analyze support patterns and implement product changes to prevent recurring issues
• Collaborate with technical teams on diagnostics for high-impact customer escalations

Required qualifications

• 5+ years of experience in engineering
• Proficiency in Ruby on Rails and PostgreSQL, with the ability to debug and modify production code
• Experience with observability tools like Datadog or Honeycomb
• Strong pattern recognition skills for identifying and proposing systemic fixes
• Ability to engage in customer-facing conversations during escalations