Escalations Engineer

A company is looking for an Escalations Engineer to resolve complex customer issues with precision and empathy.

Key Responsibilities

Own escalations end-to-end, including reproduction, isolation, verification, and communication of progress

Perform deep technical analysis to identify impact and root cause using SQL forensics and diagnostic tools

Document and maintain knowledge articles to improve future support outcomes and automate troubleshooting steps

Required Qualifications

4+ years in technical support, escalations engineering, or a related SaaS troubleshooting role

Proven ability to investigate complex technical issues across multiple systems

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