Senior Escalation Engineer

Senior Escalation Engineer🚀

If your track record demonstrates mastery in resolving critical incidents and an innate ability to enhance the customer experience, we want to meet you!

In our Development team, the Senior Escalation Engineer is a central figure. You will not only be the key expert in resolving the most challenging escalations but also act as a strategic collaborator who drives product stability, ensures quality, and elevates engineering capabilities across the organization.

📍Location: Remote work anywhere in Mexico
🗣️ English: Advanced

Responsibilities:

• You will lead the resolution of our customers most complex and visible problems with speed and precision.
• You will collaborate closely with Engineering, Product, and Support teams to lead incident reviews and drive continuous improvements.
• You will serve as a subject matter expert in complex systems or subsystems, providing deep technical insight and guidance.
• You will design and implement solutions to prevent future escalations, including automation, telemetry enhancements, and system hardening.
• You will be the primary resource for Tier III support and other senior escalation engineers.
• You will engage directly with key customers and executives, offering trusted technical guidance during critical incidents.
• You will use field insights to help shape the product roadmap and inform longterm engineering strategies.
• You will define and optimize escalation workflows, internal tools, and knowledgesharing practices.
• You will coach and mentor engineers across support and development teams.
• You will contribute to Agile planning and execution, focusing on risk mitigation, quality, and customer satisfaction.
• You will perform additional responsibilities as needed to support the team and organization.

• What Were Looking For In You?

  • 10+ years in technical roles, with a strong track record in senior support, development, or escalation engineering.
  • Expertise in system architecture, distributed systems, and complex software environments.
  • Ability to rapidly assess, diagnose, and resolve intricate technical issues.
  • Proven experience managing highpressure incidents, including customer communications and postmortem reviews.
  • Strong understanding of code behavior, debugging, and performance optimization.
  • Excellent written and verbal communication skills, including experience presenting to executive stakeholders.
  • Demonstrated ability to lead crossteam initiatives and drive lasting improvements.
  • Passion for guiding others and building sustainable engineering practices.
  • Advanced scripting or coding experience relevant to the companys tech stack.

  • Join a team where your expertise will be the engine of our success!