R&D Escalations Engineer

As the Escalation Engineer, you will use your well-honed troubleshooting skills to resolve customer issues that were escalated to R&D by the Technical Support/Services organization.

• Analyze, diagnose, debug and solve complex issues customers sometimes experience while using our products
• Take ownership of escalations and effectively drive the issue to a timely resolution, both offline or via online sessions with customers
• Create and implement any necessary diagnostic tools, patches, and fixes
• Develop a working solution based on the root cause you discover, or escalate to R&D teams
• Act as the technical focal point for coordinating with the R&D teams helping you resolve the customer issue
• Identify patterns in escalated customer issues, and then design and implement solutions for our customers
• Provide feedback to R&D regarding common escalated issues and work together with R&D to devise permanent solutions, such as product hot fixes or changes to the design of the product
• Train Technical Support engineers to help them resolve support cases more efficiently

• At least 3 years of experience as a backend developer, including at least 2 years of experience with Java (Spring, Hibernate). Kotlin experience - an advantage
• Proficient in MongoDB and SQL
• Knowledge with Linux
• Excellent troubleshooting skills and a proactive, accountable mindset
• Excellent verbal and written communication skills (including technical writing)
• Ability to communicate effectively, responsibly and respectfully with customers
• Previous experience working in an escalation support or customer-facing engineering role - an advantage
• Familiarity with observability tools (e.g., logs, metrics, traces) - an advantage