Senior Escalation Engineer

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

📋 Description

• Proactively identify, analyze, and resolve intricate customer issues and recurring technical patterns.

• Act as a crucial liaison between customers and core engineering and product teams.

• Provide essential feedback to influence the future direction of the product.

• Contribute to the development of internal tools, with a strong emphasis on leveraging AI technologies.

• Take ownership of complex customer technical challenges through thorough troubleshooting and analysis.

• Anticipate potential escalations and advocate for the customer’s needs.

• Ensure that challenging customer technical issues impact product and engineering roadmaps.

• Create and publish technical troubleshooting content, including knowledge base articles and guides, for both internal training and external customer reference.

• Lead the development of internal tools and processes for the specific product area, promoting their adoption within technical teams.

• Participate in an on-call rotation for critical escalations and support for internal tooling.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Cybersecurity, Engineering, Mathematics, Information Systems, or equivalent industry experience and certifications.

• Over 7 years of hands-on technical experience in a senior customer-facing role such as Escalation Engineer, Senior Technical Support, or a related field.

• At least 3 years of extensive experience with a major cloud platform.

• Proven ability to read, debug, and write code in at least one high-level programming language (e.g., Python, Go, Java, Shell, JavaScript).

• Proficiency in using Git and source code management systems for collaborative coding.

• Proficient with REST APIs or GraphQL.

• Skilled with command-line tools and operating within Linux environments.

• Quick learner with a natural curiosity, a passion for technology, and the capability to work independently.

• Strong understanding of web technologies (e.g., HTTP, HTML, DNS).

• Experience utilizing AI tools to enhance task efficiency.

• Legal authorization to work in the United States without requiring visa sponsorship.

• Preferred: Familiarity with DevOps technologies and CI/CD pipelines.

• Preferred: Experience with Kubernetes and container technologies.

• Preferred: Knowledge of Infrastructure as Code (IaC) technologies such as Terraform.

• Preferred: Proficient in SQL for data analysis and independently creating dashboards and datasets.

• Preferred: Experience with relational and NoSQL databases.

• Preferred: Previous experience in a CTO organization or a similar strategic technical team.

🏝️ Benefits

• Equal opportunity employer.

• AI-driven platform powered by Google.

• Opportunity to collaborate with a global team.

• Freedom to think creatively, dream big, and utilize your full range of skills.

• On-call rotation support responsibilities.