Senior Technical Escalation Engineer - Hybrid Sydney

Blink - The Employee App; Sydney; Hybrid; AUD 90,000 - 150,000; Full time

Benefits offered by this job

Equity

25 days leave

Equipment provided

Private healthcare

Social events

Job summary

Blink - The Employee App in Sydney seeks a Product Support Specialist to join the hybrid team. You own technical escalations, reproduce issues, use APIs and back-end tooling, and coordinate with Support and Engineering to resolve problems efficiently. You’ll build tooling, write runbooks, and help ensure issues don’t recur.

The role requires strong debugging, SQL, and customer-focused communication. Work from the Sydney office at least 3 days a week, with a supportive team and clear growth

Qualifications

• Experience in technical escalation / escalation engineering within a SaaS environment.
• Strong debugging skills across web and mobile apps, including APIs and auth.
• Comfortable reading logs, writing queries, and using observability tools.

Responsibilities

• Escalation ownership: own technical escalations from first line support through to resolution, keeping customers informed within SLAs.
• Assessing severity and impact quickly to prioritise genuinely critical issues.
• Conduct live incident communications with Support, Customer Success and internal stakeholders.
• Hold other teams accountable for resolution and close the loop with the customer.

Skills

SQL

APIs

Escalation engineering

Observability

Tools

APIs

Backend tooling

Logs/Monitoring

Job description

Blink - The Employee App in Sydney seeks a Product Support Specialist to join the hybrid team. You own technical escalations, reproduce issues, use APIs and back-end tooling, and coordinate with Support and Engineering to resolve problems efficiently. You’ll build tooling, write runbooks, and help ensure issues don’t recur.

The role requires strong debugging, SQL, and customer-focused communication. Work from the Sydney office at least 3 days a week, with a supportive team and clear growth