Role OverviewThis is a new role and the deepest technical seat in our Product Support function. The Technical Escalation Engineer will own technical escalations from the point they leave first line support through to resolution, keeping the ticket moving and the customer informed within our SLAs.
What You Will Do
The responsibilities include escalation ownership, assessing severity and impact, running communications during live incidents, holding other teams accountable for resolution, investigation and root cause analysis, resolving issues independently, and producing root cause write-ups.
Why It Might Be a Fit
The ideal candidate will be able to work independently and prioritize sensibly across competing urgent things, flagging early when something is at risk. They will be customer-centric, methodical under pressure, and able to write clearly for two different audiences.
Requirements
- Technical escalation, escalation engineering, application support, or technical support engineering role in a SaaS business
- Experience in software engineering, DevOps, or a senior technical support position
- Comfortable in a terminal, in logs, and in data
- Ability to write SQL to answer questions, read API requests and responses, and use monitoring or observability tooling
- Understanding of modern web and mobile applications, APIs, authentication, integrations, background jobs, and the places where they tend to break
- Methodical under pressure, able to work the problem in a structured way rather than guessing
- Ability to write clearly for two different audiences: an engineer who needs precision, and a customer who needs to understand what happened and what comes next without the jargon
Benefits
- Competitive salary
- Generous equity allocations with significant upside potential
- 20 days' leave + public holidays
- 401(k) plan
- Private health insurance
- Enhanced parental leave
- Additional time off between Christmas and New Year
- Ability to grow, learn, and solve a variety of challenges in a supportive environment
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