Hybrid Escalation Engineer — Boston Impact

Blink - The Employee App; Boston (MA); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Generous equity

20 days leave + public holidays

401(k) plan

Private health insurance

Enhanced parental leave

Additional time off between Christmas和

Job summary

Blink - The Employee App is seeking a Senior Product Support Engineer in Boston to own the most complex escalations and drive root-cause analysis in collaboration with Engineering. This hybrid role involves ensuring timely customer communication, reproducing issues across environments, and delivering durable fixes that reduce future incidents.

You will sit between Support and Engineering, advocating for customers while protecting engineering time, and you will build tooling to prevent

Qualifications

• Intermittent, unreproducible issues excite you.
• Experience in SaaS escalation engineering or technical support.
• Proficient with SQL and reading API requests/responses.
• Able to balance customer impact with engineering time.

Responsibilities

• Own technical escalations from first line through resolution.
• Reproduce issues across devices and configurations.
• Collaborate with engineering to verify fixes.
• Develop tooling and runbooks to prevent reoccurrence.

Skills

SQL proficiency

API debugging

Logging observability

Customer-centric approach

Escalation management

Tools

APIs

Logs

Monitoring tooling

Job description

Blink - The Employee App is seeking a Senior Product Support Engineer in Boston to own the most complex escalations and drive root-cause analysis in collaboration with Engineering. This hybrid role involves ensuring timely customer communication, reproducing issues across environments, and delivering durable fixes that reduce future incidents.

You will sit between Support and Engineering, advocating for customers while protecting engineering time, and you will build tooling to prevent