Principal Support Engineer – Customer Reliability & Escalations Engineering
Core
Senior technical authority and escalation leader for critical customer-impacting issues across a global technology distribution platform ecosystem.
Role type
Principal Support Engineer (Customer Reliability & Escalations)
Builds
Platform reliability, incident resolution processes, and operational efficiency for enterprise SaaS/cloud platforms.
Domain
Technology distribution, enterprise software, cloud infrastructure, SaaS.
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident leadership, root cause analysis, cross-functional troubleshooting, cloud infrastructure, distributed systems, REST APIs, databases, microservices, observability, stakeholder communication.
Preferred skills
Software Engineering, DevOps, SRE, CI/CD, scripting (Python, Bash, PowerShell), fintech/payments domain experience.
Technologies
AWS, Azure, GCP, Kubernetes, containers, Linux, Datadog, Dynatrace, Splunk, Grafana, New Relic, AppDynamics, Elastic.
Responsibilities
Lead Sev1/Sev2 incident resolution, drive end-to-end troubleshooting, lead technical war rooms, perform deep root cause analysis, partner with Engineering for corrective actions, mentor engineers.
Seniority
Principal, senior technical authority & mentorship