Technical Escalation Engineer

We are looking for a Technical Escalation Engineer to work with our Engineering team. You will act as a liaison between the Customer Support Team and the Engineering teams to be the safekeeper of the Pigment platform. Together with your counterparts, you will secure the necessary means so we proactively watch and prevent issues from occurring and ensure that any event happening in production is addressed the way it should. Nothing shall pass! It's a role where you are encouraged to take many initiatives. You will have the opportunity to step back on our practices and propose improvements to the way we work, to increase customer satisfaction and protect the productivity of Product and Engineering teams. It is a key role with an organization-wide impact.

Responsibilities

Act as a liaison between the Customer Support Team and the Engineering teams; Be the safekeeper of the Pigment platform; Secure the necessary means to proactively watch and prevent issues from occurring; Ensure that any event happening in production is addressed appropriately; Take initiatives and propose improvements to current practices; Increase customer satisfaction and protect the productivity of Product and Engineering teams; Have organization-wide impact

Requirements

5+ years experience in either L3 technical support, software incident management, or technical lead; At ease with understanding code or technical concepts with prior experience to demonstrate; At ease with building data models (prior experience a plus); Curious about how things work and hands-on; Team player with a problem-solving mindset; Strong sense of ownership, perseverance, due diligence; Able to explain and summarize information out of complex technical issues; Very well organized with a good sense of priorities; Like to take initiatives; Think customer-first

Nice to have

Prior experience building data models