Technical Escalation Engineer

Pigment; Toronto; On-site; USD 95,000 - 140,000; Full time

Job summary

Join a rapidly growing SaaS firm as a Technical Escalation Engineer, where your passion for technology and problem-solving will help safeguard the innovative platform. In this pivotal role, you'll bridge the gap between Customer Support and Engineering, ensuring seamless operations while enhancing customer satisfaction. With a focus on initiative and collaboration, you'll have the chance to propose improvements that drive organizational success. This is an exciting opportunity to contribute to a dynamic team and make a significant impact in a company that values curiosity and ownership.

Qualifications

• 5+ years in L3 technical support or software incident management.
• Ability to understand code and technical concepts.

Responsibilities

• Act as a liaison between Customer Support and Engineering teams.
• Proactively prevent issues and ensure production events are addressed.

Skills

Technical Support

Software Incident Management

Data Modeling

Problem-Solving

Ownership and Perseverance

Communication

Job description

Our Story So Far:

Since our founding in 2019, Pigment has become one of the fastest-growing SaaS companies in the world today. Our product, a highly efficient Enterprise Performance Management (EPM) platform is helping companies achieve their financial goals by quickly responding to dynamic factors in their respective markets including Tech, Retail, CPG & Financial Services.

In less than 5 years, Pigment has grown to over 480 employees across offices in New York, Toronto, London, Paris and soon San Francisco, and attracted a total of $393M in investment from some of the top Venture Capital firms globally.

We serve a range of leading global brands like Figma, Coca-Cola, Unilever, Deliveroo and Klarna to name a few!

The Opportunity

We are looking for a Technical Escalation Engineer to work with our Engineering team.

You will act as a liaison between the Customer Support Team and the Engineering teams to be the safekeeper of the Pigment platform.

Together with your counterparts, you will secure the necessary means so we proactively watch and prevent issues from occurring and ensure that any event happening in production is addressed the way it should.

Nothing shall pass! It's a role where you are encouraged to take many initiatives.

You will have the opportunity to step back on our practices and propose improvements to the way we work, to increase customer satisfaction and protect the productivity of Product and Engineering teams.

It is a key role with an organization-wide impact.

Come scale Pigment with us!

Who you are

More than a specific profile, we are looking for someone with a lot of passion and curiosity.

You have:

1. 5+ years experience in either L3 technical support, software incident management, or technical lead
2. You are at ease with understanding code or technical concepts with prior experience to demonstrate
3. You are at ease with building data models (prior experience a plus)
4. You are curious about how things work and do not hesitate to be hands-on
5. You are a team player with a problem-solving mindset
6. You have a strong sense of ownership, perseverance, due diligence
7. You are able to explain and summarize information out of complex technical issues
8. You are very well organized with a good sense of priorities
9. You like to take initiatives
10. You think customer-first

Salary: $95,000 - $140,000 a year

We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully, with candidate consent, and information will be treated confidentially.

Pigment is an equal opportunity employer. We believe diversity is a strength and fosters innovation. We are committed to enabling everyone to feel included and valued at the workplace. All qualified applicants will receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability, sex (including pregnancy), sexual orientation, social origin, or any other characteristic protected by applicable laws. We may process your personal data in accordance with our HR Data Protection Notice.