Hybrid Sydney Technical Escalation Engineer

Blink; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Blink is seeking a Product Support Specialist to own complex escalations and partner with Engineering to diagnose intermittent issues. You’ll reproduce bugs, analyze data, and craft robust fixes or tooling to prevent recurrence.

The role sits between Support and Engineering in a hybrid setup, requiring Sydney-office presence at least 3 days per week and a proactive, methodical approach to incident response and customer communication.

Qualifications

• Experience in technical escalation or application/technical support in a SaaS context.
• Ability to write SQL to answer questions and investigate data issues.
• Familiarity with logs, monitoring and observability tooling to diagnose problems.
• Experience coordinating with Engineering on bug triage and incident response.
• Comfort with APIs, authentication and integrations in modern web/mobile apps.

Responsibilities

• Own technical escalations from first line support through resolution, within SLAs.
• Reproduce issues across devices, platforms and configurations to pinpoint failures.
• Query databases, inspect API traffic and use observability tools to find root causes.
• Work with Engineering to verify fixes and ensure problems don’t recur.
• Build tooling, runbooks and documentation to reduce future escalations.

Skills

SQL

SaaS experience

Technical escalation

Observability tooling

APIs knowledge

Job description

Blink is seeking a Product Support Specialist to own complex escalations and partner with Engineering to diagnose intermittent issues. You’ll reproduce bugs, analyze data, and craft robust fixes or tooling to prevent recurrence.

The role sits between Support and Engineering in a hybrid setup, requiring Sydney-office presence at least 3 days per week and a proactive, methodical approach to incident response and customer communication.