Escalations Engineer

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

📋 Description

• Conduct comprehensive troubleshooting for issues affecting both internal and external customers.

• Enhance the internal SaaS application that delivers essential customer information to the CSE, CSM, TAM, Sales, and Finance teams.

• Offer support to the Product and Engineering teams.

• Act as Incident Manager to ensure swift resolution of issues.

• Collaborate with internal stakeholders to address support inquiries.

• Oversee alerts and on-call communication channels.

• Engage in an on-call rotation following the initial six months of onboarding.

• Join ongoing discussions or issues where your expertise can accelerate resolution.

⛳️ Requirements

• Proficient in SQL with a solid background in complex schemas.

• Familiarity with NoSQL databases, such as MongoDB and Cassandra.

• Experience in programming with Java, Python, or Go.

• Knowledge of logging solutions like Datadog or ELK.

• Working understanding of APIs and SDKs.

• Comfortable utilizing AI-assisted tools, including coding assistants and LLM-based agents, for troubleshooting, coding, code reviews, data queries, and investigations.

• Preferred experience in administering Mac, Linux, and Windows devices.

• Experience with device management tools such as Microsoft Active Directory or Apple MDM is preferred.

• Understanding of RADIUS and LDAP is an advantage.

• Excellent written and verbal communication abilities.

• Capable of coordinating incidents and clearly communicating impacts.

• Strong team-oriented mindset in Agile and interrupt-driven settings.

• Fluent in spoken and written English.

• Must reside in and be authorized to work in Türkiye.

🏝️ Benefits

• Remote-first work environment within Türkiye.

• Opportunity to collaborate with talent across various departments and over 15 countries.

• Professional development and knowledge-sharing opportunities.

• Supportive and inclusive workplace culture.

• Equal opportunity employer.