Escalation Engineer

We are growing fast and were looking for a sharp, calm-under-pressure Escalation Engineer to join the team and make an immediate impact.
Were passionate about building software that solves problems. We count on our performance and stability engineers to empower our users with a rich feature set, high availability, and stellar performance level to pursue their missions. As we expand our customer deployments, we are currently seeking experienced stability and performance engineers to deliver insights from massive scale data in real time. Specifically, we are searching for someone who brings fresh ideas, demonstrates a unique and informed viewpoint, and enjoys collaborating with a cross-functional team to develop real-world solutions and positive user experiences at every interaction.
In this role, you will serve as an escalation point within our organization, providing rapid response to emerging issues with both our application and platform. Escalation Engineers are first responders who handle emergent issues proactively where possible and reactively where necessary, joining critical customer calls on-demand to quickly diagnose and resolve urgent issues. Through the use of monitoring tools and extensive communication with other teams, it is your role to provide solutions-focused direction while remaining calm, cool, and collected. This role requires a high degree of context-switching and a love for a fast-paced, high-impact work environment.
Responsibilities:
Act as a primary escalation point for complex issues that cannot be resolved by Technical Support Engineers
Rapidly triage and analyze complex system/software related issues including outages, performance issues, and business blockers
Triage information from multiple sources to spot and respond to trending issues and wide events
Immediately join customer calls with customer IT teams, and provide solutions to and analysis of high-urgency issues relating to system and/or software.
Use proactive tools to respond to and resolve priority issues
Evaluate performance issues and make resource adjustments to customer environments
Occasionally respond to off-hours incidents during major outages.
Collaborate cross-functionally with support, engineering, and DevOps teams.