Escalations Engineer

This is a fully remote position, open to applicants in Texas.

📋 Description

• Take full ownership of escalations from start to finish: replicate, isolate, validate, and update stakeholders on progress.

• Conduct in-depth technical analysis utilizing SQL forensics, logs, and telemetry to determine impact and root causes.

• Provide customer-safe updates that detail impact, workarounds, and estimated time of resolution.

• Create clear reproduction kits and internal root cause analysis documentation.

• Sustain and enhance the Knowledge-Centered Support (KCS) library, which includes articles, workarounds, and decision trees.

• Collaborate with Development, QA, and Product teams to monitor and implement lasting solutions.

• Automate routine checks and repetitive troubleshooting tasks using SQL, PowerShell, or macros.

• Oversee feature releases and proactively disseminate Support Impact notifications.

• Represent Support in meetings regarding release readiness and defect triage.

• Exemplify the HungerRush TRACS values: Team, Respect, Accountability, Customer, and Speed.

⛳️ Requirements

• Minimum of 4 years in technical support, escalations engineering, or a comparable SaaS troubleshooting position.

• Proven track record of investigating intricate technical problems across various systems.

• Proficient in advanced SQL, including joins, CTEs, window functions, and query optimization techniques.

• Strong knowledge of logs, APIs, and data structures within web or cloud-based applications.

• Exceptional written and verbal communication abilities with a customer-centric approach.

• Demonstrated capability to work collaboratively with Support, Product, and Engineering departments.

• Familiarity with .NET, C#, or similar backend programming environments.

• Knowledge of scripting (PowerShell, Python, or LINQPad) for basic automation tasks.

• Experience with SaaS, POS, or restaurant technology systems.

• Authorized to work in the United States without sponsorship, either presently or in the future.

🏝️ Benefits

• Remote work arrangement.

• Equal Opportunity Employer.