Technical Escalation Engineer
Core
Deep technical seat in Product Support handling intermittent bugs, integration failures, and data problems that outgrow first-line support.
Role type
Senior IC Technical Escalation Engineer
Builds
Diagnostic tooling, scripts, dashboards, and runbooks to reduce escalations
Domain
SaaS, mobile enterprise, workplace technology
Required skills
Root cause analysis, SQL, API traffic inspection, observability tooling, SSO/SAML/SCIM integration knowledge, log analysis, incident communication, technical writing
Preferred skills
Code reading, mobile app debugging, cloud infrastructure, on-call experience, AI tool usage
Technologies
SQL, APIs, SSO, SAML, SCIM, webhooks, third-party APIs, monitoring, observability
Responsibilities
Own technical escalations from first-line support to resolution, assess severity and impact, run communications during live incidents, hold teams accountable for resolution, reproduce issues across devices/platforms, investigate logs and API traffic, resolve issues independently using back-end tooling, produce root cause write-ups, partner with engineering on bug tickets, verify fixes, build diagnostic tooling, upskill support specialists, improve alerting and monitoring
Seniority
Senior, hands-on IC
