Support Escalation Engineer

bloXroute is seeking an experienced Support Escalation Engineer. This role is crucial in addressing and resolving complex technical issues escalated from the first level of support. Leveraging your deep technical expertise and excellent problem-solving skills, you will ensure that our customers receive timely, effective, and professional support. Your role will involve close collaboration with our engineering teams to diagnose and troubleshoot software issues, making your contribution vital to our commitment to customer satisfaction and product excellence.

Responsibilities

• Serve as the point of escalation for complex technical issues, providing advanced troubleshooting support to resolve customer problems
• Collaborate with Engineering, Product, and other teams to identify, prioritize, and resolve product or service issues
• Analyze patterns of customer issues and contribute to root cause analyses to improve product quality and the customer experience
• Document solutions and create support materials to enhance customer and internal teams’ knowledge base
• Drive product improvements by providing feedback to engineering teams and product management, based on customer experiences and challenges
  
  

• 5+ years Experience in software development, with a strong background in technologies such as Golang, Python, C/C++, Assembly, JavaScript/TypeScript, Java/Kotlin, Solidity, Rust, and Elixir
• Expertise in information security and privacy, cryptography, blockchain technology, digital forensic analysis, reverse engineering, and security audits
• Proven track record of successful problem-solving and technical troubleshooting
• Excellent communication skills with fluency in English
• Ability to work collaboratively in a fast-paced, team-oriented environment
• Bachelor’s degree in Computer Science or related field