Remote Escalations Engineer – SaaS Troubleshooter

HungerRush; United States; Remote; USD 100,000 - 140,000; Full time

Job summary

HungerRush is seeking an Escalations Engineer to own critical customer issues end-to-end, performing deep SQL forensics and coordinating with Support, Engineering, and Product. The role focuses on rapid root-cause analysis, clear communication, and creating reusable documentation to prevent recurrence.

You will contribute to a responsive customer experience for HungerRush 360, using automation and knowledge capture to improve future resolutions.

Qualifications

• 4+ years in technical support, escalations engineering, or a related SaaS troubleshooting role.
• Proven ability to investigate complex technical issues across multiple systems.
• Advanced SQL skills, including joins, CTEs, window functions, and query optimization.
• Strong understanding of logs, APIs, and data structures within web or cloud-based applications.
• Excellent written and verbal communication skills with a customer-first tone.

Responsibilities

• Own escalations end-to-end: reproduce, isolate, verify, and communicate progress to stakeholders.
• Perform deep technical analysis (SQL forensics, logs, and telemetry) to identify impact and root cause.
• Deliver customer-safe updates including clear communication of impact, workaround, and resolution ETA.
• Document clean repro kits and internal RCA notes to drive faster future resolutions.
• Maintain and expand the Knowledge-Centered Support (KCS) library—articles, workarounds, and decision trees.
• Partner cross-functionally with Development, QA, and Product to ensure permanent fixes are tracked and implemented.
• Automate common checks and repetitive troubleshooting steps using SQL, PowerShell, or macros.
• Monitor feature releases and flag changes that could impact support volume, publishing “Support Impact” notes proactively.
• Represent the voice of Support in release readiness and defect triage meetings.
• Contribute to team culture by modeling HungerRush TRACS values: Team, Respect, Accountability, Customer, and Speed

Skills

Advanced SQL skills

Customer-first communication

Cross-functional collaboration

Troubleshooting complex issues

Tools

.NET

C#

PowerShell

LINQPad

Python

Job description

HungerRush is seeking an Escalations Engineer to own critical customer issues end-to-end, performing deep SQL forensics and coordinating with Support, Engineering, and Product. The role focuses on rapid root-cause analysis, clear communication, and creating reusable documentation to prevent recurrence.

You will contribute to a responsive customer experience for HungerRush 360, using automation and knowledge capture to improve future resolutions.