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Senior Escalation Engineer
Retool
New York$157k–217kHybrid1mo ago
- Employment
- Full-time
- Seniority
- Senior
About the role
- Own the escalation program end-to-end: define escalation criteria, severity classifications, and SLA targets. You're accountable for whether the system works, not just whether your individual cases close.
- Provide advanced technical support and guidance both internally and to customers as an internal escalation point for the Technical Customer Experience organization
- Lead the investigation and resolution of critical issues, including managing incidents and ensuring effective communication and resolution.
- Build the feedback loop into Engineering and Product: identify recurring patterns across escalations and translate them into structured product feedback, bug prioritization, and roadmap influence.
- Upskill team members through mentorship, training, and technical coaching on advanced technical topics proactively and reactively based on the team’s needs.
- Lead, consult, contribute, and delegate high-impact projects within the Support department such as creating/refining internal support processes, automating tedious and repetitive tasks with the help of AI, raising our efficiency across the board, and driving improvement to the escalation and incident processes.
- Keep abreast of new technologies and methodologies to continuously improve our technical support standards.
- Foster a culture of inclusiveness, empathy, and continuous improvement, encouraging innovation and efficiency in technical support processes.
- 5+ years of experience in a technical support or support engineering role, with at least 1 year in an escalated support or similar position
- Advanced understanding of React, Terraform, JavaScript, web development, and various database management systems (SQL and NoSQL)
- Advanced knowledge of API and identity authentication methods (OAuth 2.0, Okta, SAML)
- Proven experience in incident management and resolution of critical technical issues
- Excellent problem-solving skills, with a creative approach to addressing complex challenges
- Outstanding communication skills in English, both written and verbal
- Familiarity and certifications with multiple cloud providers (AWS, Azure, GCP).
- Experience with containerization and orchestration technologies (Docker, Kubernetes).
- Bachelor's degree or higher in Computer Science or a related field is required.
Perks & benefits
- 401k
- Equity Compensation
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