Job Description
About the Role
When a ticket gets too gnarly for Level 1, it lands on your desk. As the Escalation Support Engineer , you're the last stop before a case goes to Engineering or Product. The work centers on APIs, scripting, backend troubleshooting, and incident response, and you'll partner closely with Engineering on root cause analysis and on cutting down the issues that keep coming back.
As an individual contributor, you'll spend your days in logs, in code, on calls with customers, and in conversations with engineers, working through the hardest problems Support sees. It's a perfect fit for someone who has come up through the support ranks as a strong IC and wants to keep getting more technical rather than moving into team management.
Key Responsibilities
Own Escalated Cases: Take the high-complexity tickets that come up from Level 1 and dig in across APIs, JavaScript, integrations, and backend systems.