Escalations Engineer
Job Summary
Owning escalations end-to-end, the full-time remote Escalations Engineer will resolve complex customer issues through deep technical analysis, SQL forensics, and effective communication while collaborating with cross-functional teams to implement permanent fixes.
Key responsibilities
- Reproduce, isolate, verify, and communicate progress on escalations to stakeholders
- Perform deep technical analysis to identify impact and root causes of issues
- Document internal notes and maintain the Knowledge-Centered Support (KCS) library for future resolutions
Required qualifications
- 4+ years in technical support, escalations engineering, or a related SaaS troubleshooting role
- Advanced SQL skills, including joins, CTEs, window functions, and query optimization
- Strong understanding of logs, APIs, and data structures within web or cloud-based applications
- Demonstrated ability to work cross-functionally with Support, Product, and Engineering teams
- Excellent written and verbal communication skills with a customer-first tone
Complete Job Description
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