Remote Customer Reliability Engineer - Escalations

HelpfulRemote; Northern (KY); Hybrid; USD 115,000 - 144,000; Full time

Job summary

HelpfulRemote is seeking a technical escalation specialist to own high-severity issues after customers purchase. You will investigate complex bugs, join customer calls to collect logs, and craft detailed handoff packages for engineering.

The role requires 4+ years in technical support or escalation within SaaS or infrastructure, with strong networking and cloud skills. This is a remote-first, full-time position in the United States, reporting to the Customer Reliability Engineer Team Lead.

Qualifications

• 4+ years in technical support or escalation roles at SaaS or infrastructure companies.
• Experience owning enterprise-tier accounts is required.
• Strong networking knowledge including TCP/IP, DNS, VPNs, NAT, and load balancers.
• Familiarity with overlay networking concepts like WireGuard and STUN.

Responsibilities

• Own the most complex, high-severity technical escalations after purchase.
• Investigate hard-to-reproduce bugs and gather logs during customer calls.
• Build detailed handoff packages to enable rapid engineering action.
• Identify recurring issues and help improve tooling and runbooks across the support org.

Skills

Networking knowledge

Go debugging

Python/JSON scripting

Linux/macOS/Windows admin

Kubernetes & cloud infra

Tools

Go

Python

JSON

Kubernetes

Job description

HelpfulRemote is seeking a technical escalation specialist to own high-severity issues after customers purchase. You will investigate complex bugs, join customer calls to collect logs, and craft detailed handoff packages for engineering.

The role requires 4+ years in technical support or escalation within SaaS or infrastructure, with strong networking and cloud skills. This is a remote-first, full-time position in the United States, reporting to the Customer Reliability Engineer Team Lead.