Support Escalation Engineer

LinearB is a leading software delivery intelligence platform that empowers engineering teams with actionable insights and workflow automation. Our solutions help streamline project management, improve productivity, and enhance collaboration across development teams. Join us to be part of an innovative company driving efficiency and excellence in software development.

We are looking for a Support Escalation Engineer to join our Engineering team. The ideal candidate will have a strong background in technical support, a deep understanding of cloud technologies, and a passion for solving complex customer issues while bridging the gap between support and development teams. You will play a key role in resolving high-priority technical issues, analyzing logs, and serving as a crucial link between our Tier 3 support and development departments.

Responsibilities:

• Serve as the primary escalation point for complex technical issues, bridging Tier 3 support and development teams
• Analyze and interpret system logs to diagnose and resolve intricate problems
• Lead and own issues "end to end" from customer escalation through resolution and potential product improvements
• Work closely with product managers, developers and QA to prioritize critical customer issues and deliver high-quality solutions
• Manage and prioritize multiple high-priority cases simultaneously

Qualifications:

• 3+ years of experience in Tier 3 technical support roles
• A Must - Strong proficiency in Python
• A Must - Familiarity with AWS cloud technologies
• A Must - Familiarity with SaaS product support and customer success principles
• A Must - Familiarity with k8s
• Excellent communication and interpersonal skills, with the ability to manage both technical and non-technical stakeholders
• Experience with log analysis and troubleshooting techniques
• Strong knowledge of SQL and database concepts
• Participation in the creation of internal knowledge base articles
• Fluent in English, both written and verbal

Preferred Qualifications:

• Understanding of networking protocols and concepts
• Experience with monitoring and alerting tools
• Experience working with AWS cloud and on-premises software

LinearB Values:

• Put the Customer First
• Take Ownership
• One Team
• Show Product Expertise
• Be Data Driven
• Reach for the Next Level
• Listen Curiously & Speak Courageously

LinearB is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.