Escalation Engineer

Responsibilities

• Troubleshoot, debug, and resolve advanced software and infrastructure issues in production systems.
• Coordinate with engineering and product teams to address customer‑facing escalations and systemic issues.
• Develop tools, scripts, and documentation to enhance internal support workflows and reduce time‑to‑resolution.
• Design and implement diagnostic procedures to reproduce, analyze, and resolve high‑priority issues.
• Test and deploy hotfixes or critical patches to maintain systemic stability.
• Communicate technical findings and updates clearly to customers and internal stakeholders.
• Create and maintain detailed knowledge‑base articles and support documentation.

• Bachelor’s degree or foreign equivalent in Computer Science, Software Engineering, or related fields.
• Experience or coursework in advanced troubleshooting and debugging.
• Experience in software deployment and incident management.
• Customer interaction and technical explanation skills.
• Backend experience with C#, .NET Core/MVC, and Python.
• Frontend experience with React and JavaScript.
• Experience with SQL Server (T‑SQL, JSON).
• Experience working with Azure and/or AWS services.
• Experience working with Docker or Kubernetes.
• Experience with API design, specifically RESTful and Webhooks services.

Telecommuting within the area of intended employment 1 day/week.

• Competitive salary.
• Generous PTO.
• Medical, dental, and vision insurance coverage.
• Regular team events and off‑sites.
• Continuing education, mentoring, and career development opportunities.
• 401K Plan + Matching.
• Good balance of personal autonomy and team collaboration on projects.
• Working with a team of smart, kind humans passionate about leveraging technology to solve real‑world problems.
• Be in an environment where your input is highly valued and personal growth is prioritized.
• Interesting and challenging work.