Escalation Engineer

You serve as a knowledge source for internal departments and clients, manage critical production outages, troubleshoot and resolve technical issues, prepare root cause analyses, analyze production traffic and transaction processing, participate in feature development, and help maintain production quality.

Responsibilities

• Serve as a knowledge source for internal departments and clients
• Maintain and create knowledge base articles
• Manage major and critical production outages
• Take ownership of technical issues and resolve them
• Prepare internal and external root cause analyses
• Coordinate with business and engineering teams to resolve issues
• Analyze production traffic and client transaction processing
• Identify design gaps and analyze client approval ratios
• Participate in the feature development lifecycle
• Coordinate production maintenance
• Provide risk analysis and enhance production quality

Requirements

• 1-2 years of experience in technical support, sales engineering, escalation customer-facing, or similar B2B Customer Success roles
• Experience with REST APIs, SQL, and Postman
• Experience inspecting and diagnosing logs
• Understanding of complex system architecture
• In-depth analysis and problem-solving skills
• Excellent verbal and written English
• Familiarity with Jira and Confluence
• FinTech industry experience