Senior Support Engineer (Escalation Manager)

Sauce; Brasil; Teletrabalho; BRL 100.000 - 130.000; Tempo integral

Resumo da oferta

A leading technology company is seeking a Senior Support Engineer to handle advanced technical escalations and ensure system stability. This role involves providing Tier 2 support, managing critical incidents, and coordinating with multiple teams to optimize workflows and improve response times. The ideal candidate will have extensive experience in technical support, strong problem-solving skills, and a proactive approach to incident management.

Qualificações

• 5+ years of experience in technical support, DevOps, QA, or SRE roles.
• Strong understanding of system architecture, CI/CD, and monitoring tools.
• English proficiency at B2+ level; Spanish is a plus.

Responsabilidades

• Provide Tier 2 technical support for complex issues beyond initial support scope.
• Monitor system health proactively, resolving performance issues or failures.
• Act as the primary escalation point for unresolved Tier 2 issues.

Conhecimentos

Problem-Solving

Communication

Leadership

Ferramentas

AWS

Azure

Python

PowerShell

Bash

MongoDB

DataDog

Jira

Slack

HubSpot

Descrição da oferta de emprego

Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology. We serve the $105 billion US local restaurant industry. Headquartered in NYC and Tel-Aviv, Sauce aims to empower restaurants to reach their highest potential by providing everything they need to connect directly with their customers. Our team combines decades of experience in restaurant tech with seasoned professionals in tech, sales, marketing, product, and operations to develop an industry-changing delivery system for local restaurants and chains.

Role Overview

We are looking for a Senior Support Engineer responsible for handling advanced technical escalations, monitoring system health, and supporting software releases. This role requires strong technical expertise, system architecture knowledge, and the ability to coordinate dependencies across multiple teams. You will be a key contact for incident resolution and release execution, ensuring system stability and seamless deployments.

Additionally, the role of Escalation Manager involves managing and resolving high-priority technical issues requiring cross-team coordination. This position demands strong problem-solving skills, collaboration, and the ability to operate effectively under pressure. You will serve as the main escalation point for critical incidents, ensuring timely resolution and process improvements.

Reporting Line

You will report directly to the QA Manager.

What You'll Do

1. Senior Support Engineer (70%)
2. Provide Tier 2 technical support for complex issues beyond initial support scope.
3. Monitor system health proactively, resolving performance issues or failures.
4. Document system architecture, create technical guidelines, and contribute to process improvements.
5. Configure, maintain, and improve DevOps pipelines and environments (CI/CD, monitoring, logging).
6. Support release management activities, including planning, executing, and monitoring software rollouts.
7. Implement rollback procedures during deployments if necessary.
8. Enhance system monitoring strategies to improve incident response times.
9. Develop expertise in the e-commerce system to support field teams effectively.
10. Create training materials and conduct knowledge-sharing sessions.
11. Document operational processes, playbooks, and best practices for issue handling.
12. Escalation Manager (30%)
13. Act as the primary escalation point for unresolved Tier 2 issues.
14. Coordinate with Customer Success, Sales, and R&D teams for issue resolution.
15. Optimize escalation workflows to improve response and resolution times.
16. Maintain clear communication during critical incidents.
17. Lead root cause analysis investigations and work with engineering for long-term solutions.
18. Document issues and collaborate on product improvements.
19. Track KPIs such as SLA, response time, and resolution time to measure escalation process effectiveness.
20. Train support teams to improve issue resolution capabilities.
21. Prepare post-incident reports and support continuous improvement efforts.

What You Bring

• 5+ years of experience in technical support, DevOps, QA, or SRE roles.
• Strong understanding of system architecture, CI/CD, and monitoring tools.
• Experience with cloud platforms (AWS, Azure).
• Proficiency in scripting and automation (Python, PowerShell, Bash).
• Knowledge of ITIL, incident management, and SRE best practices.
• Excellent communication skills and ability to work under pressure.
• Strong problem-solving skills with a proactive approach.
• Experience in technical roles such as engineering or support.
• Experience in Release or Project Management.
• Leadership or mentoring experience.
• Familiarity with SLA and KPI management for service reliability.
• Ability to troubleshoot technical issues independently.
• Experience with MongoDB, DataDog, Jira, Slack is a plus.
• Experience with HubSpot for customer support management.
• Patient, detail-oriented, with a customer-focused attitude.
• English proficiency at B2+ level; Spanish is a plus.
• Previous experience supporting restaurant industry clients.
• Private workspace, reliable internet, computer/laptop, webcam, headset, and dual monitors (preferred).

Sauce is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and celebrate differences.