Senior Customer Support Engineer (Tier 3), Customer Escalations
Core
Own high-severity, post-sales technical escalations for enterprise customers, performing deep-dive investigations to resolve complex network issues or create detailed engineering handoff packages.
Role type
Senior Customer Support Engineer (Tier 3), Escalations
Builds
Engineering handoff packages, reproducible test cases, and systemic product improvements based on escalation patterns
Domain
SaaS / Infrastructure (Overlay Networking, VPNs)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure
Required skills
Go code debugging, networking (TCP/IP, routing, DNS, firewalls, NAT, VPNs), overlay networking (WireGuard, UDP hole punching), Linux/macOS/Windows systems administration, packet-level analysis, Python/JSON scripting, cloud IaaS, Kubernetes debugging
Preferred skills
None explicitly stated as preferred (all listed capabilities are required)
Technologies
Go, Python, JSON, WireGuard, Kubernetes, Linux, macOS, Windows
Responsibilities
Own high-severity escalations from intake to resolution or handoff; conduct deep-dive investigations and bug reproduction; communicate with customers on live calls; build engineering handoff packages with reproducible cases and log evidence; file and track confirmed bugs; monitor for recurring patterns to drive product improvements
Seniority
Senior, hands-on IC