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.

• Pre-Escalation Triage: Sort out whether a suspected bug is something Support can handle or whether it needs to go to Engineering. When it does, hand it over with clean reproduction steps and full context.

• On-Call & Incident Response: Take part in the on-call rotation and lead technical incident response, coordinating with Support, Engineering, and Customer Success when things go sideways.

• Root Cause Analysis: Lead RCA writeups for recurring or high-impact issues, and surface patterns back to Engineering and Product so they get fixed for good.

• Stay Close to the Customer: Respond fast, get it right the first time, and hop on Zoom when you need to pull device data, logs, or database info to unblock a fix.

• Use the Tooling Well: Work fluently with Grafana, databases, logging platforms, and admin consoles to investigate issues and resolve them with as little back-and-forth as possible.

• Script When it Helps: Write lightweight scripts and use debugging tools to slice through data and move investigations along faster.

• Keep Knowledge Current: Maintain internal runbooks and external help docs so the team isn't solving the same problem twice.

• Lift up the Team Technically: Be the go-to person for Level 1 engineers when they're stuck. Coach them on troubleshooting, tooling, and how to write a clean escalation. This is a mentoring role, not a management one.

• Partner with Engineering: Build solid working relationships with Engineering. When you escalate, bring detailed context, clear reproduction steps, and consistent updates so the handoff is seamless on both sides.

Qualifications

• 3 to 5 years of experience in technical support for a SaaS platform, with direct experience handling API and backend issues.

• A proven track record of growing through the technical support ranks as a strong individual contributor (IC)

• Hands-on experience with JavaScript, HTML/CSS, and REST APIs, plus debugging tools, scripting, and data analysis.

• Experience working directly with Engineering during escalations, including writing up clear context, reproduction steps, and ongoing updates.

• Familiarity with on-call duties, incident response, and writing up root cause analyses.

• Comfortable troubleshooting JavaScript and backend issues across a distributed system, working from logs, data, and configuration files.

• Comfortable getting on Zoom with customers to pull device data, logs, and database details.

• Able to handle a meaningful daily ticket load and context-switch between standard and advanced cases efficiently.

• Strong written and verbal English communication. A second language is a plus.

• Self-driven, detail-oriented, and at home in a fast-paced environment where priorities shift.

• Bonus points for: Experience with geospatial/GIS data tools, webhooks, and training or documentation platforms (e.g., WalkMe, Skilljar, or Absorb).

What Success Looks Like in the First 6 Months

• You're the named owner for high-complexity escalated tickets, and your peers route them to you without hesitation.

• You're in the on-call rotation and have led at least one incident end-to-end, with a published RCA.

• You have built real working relationships with your Engineering counterparts. They know you, trust your reproductions, and move quickly on the tickets you escalate.

• You've measurably reduced at least one recurring ticket category, whether through documentation, scripting, or pushing a root-cause fix upstream.

Why You'll Love This Role

You'll own the most interesting problems Support sees: the API edge cases, the weird integration behavior, and the customer workflows that aren't doing what they should. You'll become the team's go-to technical voice, work closely with Engineering, and have a direct, measurable impact on customer experience. This role is strictly designed for someone who wants to keep sharpening their technical edge, not someone hunting for their next management seat.