Senior Escalation Engineer

Ladders; United States; À distance; USD 125 000 - 150 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer-facing experience

Coding knowledge

REST/GraphQL

Web fundamentals

AI tools

Formation

Bachelor's degree or equivalent

Outils

Git

Linux

Description du poste

For our client, we are seeking a Senior Escalation Engineer to join the team of a leader in the Information Technology space. This role is focused on resolving the most complex customer technical issues while serving as a trusted advocate for escalations. The position partners closely with engineering, support, and leadership teams to drive durable resolutions, improve internal tooling, and strengthen the overall customer experience. It also offers the opportunity to influence product direction through direct collaboration with the CTO office.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $125,000 – $150,000 annually

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.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience/certifications.


• 7+ years of experience in customer-facing technical roles such as Escalation Engineer or Senior Technical Support.


• 3+ years of experience with a major cloud platform.


• Proficiency in reading and debugging 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.


• Ability to independently learn and tackle new technologies with curiosity.


• Solid understanding of web technologies such as HTTP, HTML, and DNS.


• Experience with AI tools for improving task efficiency.

Benefits

• Opportunity to work directly with the CTO office and influence product direction.


• Exposure to cutting-edge technologies and AI implementations.


• Collaborative environment with a focus on customer advocacy and problem-solving.


• Professional development opportunities through creating technical content and tools.

Our client is an equal opportunity employer.