Hybrid Boston Technical Escalation Engineer

Blink - Employee Experience Platform; Boston (MA); Hybride; USD 110 000 - 130 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Equity options

Health insurance

Paid time off

Résumé du poste

Blink - Employee Experience Platform is seeking a Product Support escalation engineer to own complex, intermittent issues affecting customers. You will work between Support and Engineering to reproduce, diagnose, and resolve problems using APIs and back-end tooling, driving permanent improvements.

You will collaborate with rapid-response engineering, communicate clearly to customers and engineers, and push for diagnostics, tooling, and documentation to prevent repeat incidents, while maintaining

Qualifications

• Ability to own technical escalations from first line to resolution.
• Proficiency in reading logs, queries, and API requests/responses.
• Experience with debugging and diagnosing complex multi-system issues.

Responsabilités

• Own technical escalations from first line support to resolution.
• Reproduce issues across devices, logs, and configurations; determine actual cause.
• Partner with Engineering; shape bug tickets and verify fixes before customer exposure.
• Develop tooling and runbooks to reduce escalations over time.

Connaissances

Escalation engineering

SQL

API traffic

Observability tooling

Customer-centric

Independent work

Outils

SaaS

Description du poste

Blink - Employee Experience Platform is seeking a Product Support escalation engineer to own complex, intermittent issues affecting customers. You will work between Support and Engineering to reproduce, diagnose, and resolve problems using APIs and back-end tooling, driving permanent improvements.

You will collaborate with rapid-response engineering, communicate clearly to customers and engineers, and push for diagnostics, tooling, and documentation to prevent repeat incidents, while maintaining