Remote Senior Escalation Engineer — AI-Driven Resolutions

Ladders; United States; Remote; USD 125,000 - 150,000; Full time

Job summary

Ladders is seeking a Senior Escalation Engineer to own and resolve the most complex customer issues, advocating for customers and working with engineering, support, and leadership to drive durable resolutions.

This remote US-based role offers the chance to influence product direction through collaboration with the CTO office, while expanding internal tooling and knowledge bases to strengthen the customer experience.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• 7+ years in customer-facing technical roles such as Escalation Engineer or Senior Tech Support.
• 3+ years of experience with a major cloud platform.
• Ability to read and debug code in at least one high-level programming language.
• Experience with Git for source code management and collaboration.
• Proficiency with REST APIs or GraphQL.
• Command-line proficiency and knowledge of Linux environments.
• Solid understanding of web technologies such as HTTP, HTML, and DNS.
• Experience with AI tools for improving task efficiency.

Responsibilities

• Own and deeply troubleshoot challenging customer technical issues to drive resolutions.
• Proactively identify and elevate potential issues while acting as a customer advocate.
• Author troubleshooting content and guides for internal and external use.
• Lead the development and adoption of internal tools for specific product areas.
• Participate in on-call rotations to manage critical issues and internal tooling.

Skills

Customer-facing experience

Coding knowledge

REST/GraphQL

Web fundamentals

AI tools

Education

Bachelor's degree or equivalent

Tools

Git

Linux

Job description

Ladders is seeking a Senior Escalation Engineer to own and resolve the most complex customer issues, advocating for customers and working with engineering, support, and leadership to drive durable resolutions.

This remote US-based role offers the chance to influence product direction through collaboration with the CTO office, while expanding internal tooling and knowledge bases to strengthen the customer experience.