Hybrid Sydney Senior Technical Escalation Engineer

Blink - Employee Experience Platform; Sydney; Hybrid; AUD 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

25 days annual leave per year

Private healthcare stipend

The equipment needed to do a great job

Social events (lunches, breakfasts, n)

Zusammenfassung

Blink - Employee Experience Platform in Sydney is seeking a Product Support Engineer to be the deepest technical seat in our Product Support function. You will own complex issues, reproduce them, and collaborate with Engineering to craft durable fixes.

You will filter issues to protect engineering time, build tooling, and help turn escalations into self-service solutions. A strong background in SaaS support and API logs is preferred.

Qualifikationen

• Work in a SaaS environment with technical escalations across multiple customers.
• You must be able to work from the Sydney office at least 3 days a week.
• Ability to write SQL, read API requests/responses, and use observability tooling to trace issues.

Aufgaben

• Own technical escalations from first line support through to resolution, communicating within SLAs.
• Assess severity and impact to prioritise genuine P1s and other issues appropriately.
• Lead live-incident communications with stakeholders and drive the resolution.
• Coordinate with Engineering to validate fixes and prevent recurrence.
• Reproduce issues across devices/configurations and collect evidence (logs, metrics, API traffic).
• Develop tooling, scripts, dashboards, and runbooks to reduce future escalations.

Kenntnisse

SQL

API understanding

Monitoring tooling

Logs analysis

SaaS escalation

Cloud infrastructure

On-call experience

Tools

APIs

Back-end tooling

Jobbeschreibung

Blink - Employee Experience Platform in Sydney is seeking a Product Support Engineer to be the deepest technical seat in our Product Support function. You will own complex issues, reproduce them, and collaborate with Engineering to craft durable fixes.

You will filter issues to protect engineering time, build tooling, and help turn escalations into self-service solutions. A strong background in SaaS support and API logs is preferred.