Escalation Engineer

Role overview

Handle the most complex technical support cases for a distributed database product, serving as an escalation resource for both customers and front-line support engineers. You’ll investigate issues independently, coordinate with other teams to reach resolutions, and help improve the tools and practices that prevent repeat escalations. This remote role is open to candidates in Pacific or Mountain time zones and follows Pacific-time team hours.

Responsibilities

- Diagnose and resolve difficult customer issues through support systems, calls, collaboration channels, and remote access. - Take ownership of cases that have stalled after standard troubleshooting, and identify accounts that need proactive attention. - Analyze logs, debug bundles, reproductions, and code; use AI-assisted tools where useful and verify findings before sharing them. - Work across departments to drive cases to resolution and advocate for customer needs. - Review escalations for lessons, then help improve support processes, tools, and observability to reduce recurrence and resolution time. - Mentor support colleagues, share effective and safe AI workflows, and maintain clear case records and team documentation.

Requirements

- Seven or more years in technical support or a similar technical role at a software company. - Strong database knowledge, including the ability to read and write SQL. - Understanding of distributed systems, Linux, and software development concepts. - Strong analytical troubleshooting and root-cause investigation skills, including in a global, around-the-clock support environment. - Experience with AI tools for technical diagnosis, sound judgment about their limitations, and the ability to verify generated output. - Excellent written and verbal communication for both technical and non-technical audiences, with confidence working directly with enterprise customers. - Willingness to join weekend on-call and shift rotations, including handoffs across regions.

Benefits and work setup

- Remote within Pacific or Mountain time zones, aligned to Pacific working hours; weekend on-call participation is expected. The posting also describes a hybrid schedule for staff local to an office. - Listed benefits include stock options, health, vision, dental, life and disability coverage, professional development funding, flexible time off, paid holidays and sick leave, parental leave, retirement benefits, and mental wellbeing support. - The stated anticipated annual base salary range is $130,000–$180,000 USD.