Technical Escalation Engineer
Core
Deep technical seat in Product Support handling intermittent bugs, integration failures, and complex issues that outgrow first-line support.
Role type
Senior IC Technical Escalation Engineer
Builds
Diagnostic tooling, scripts, dashboards, and runbooks to reduce escalation frequency
Domain
SaaS, mobile enterprise, workplace technology
Required skills
root cause analysis, SQL, API debugging, observability tooling, log analysis, incident management, technical writing, stakeholder communication, system architecture understanding
Preferred skills
code reading, mobile app debugging, SSO/SAML/SCIM integrations, cloud infrastructure, on-call experience, AI tool usage
Technologies
SQL, APIs, monitoring/observability tooling, logs, traces, SSO, SAML, SCIM, webhooks, third-party APIs
Responsibilities
Own technical escalations from first-line support to resolution; assess severity and prioritize incidents; run communications during live incidents; investigate and reproduce issues across devices and configurations; produce root cause write-ups; build diagnostic tooling and documentation; upskill support team; improve alerting and monitoring
Seniority
Senior, hands-on IC