Senior Technical Escalation Engineer

Blink; Boston (MA); Hybride; USD 110 000 - 130 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Equity

Health insurance

401(k)

PTO 20 days + holidays

Parental leave

Social events

Résumé du poste

Blink is seeking a Product Support escalation engineer in a hybrid role based in Boston. You will own technical escalations, reproduce difficult issues using APIs and logs, and work between Support and Engineering to drive fixes and permanent improvements.

The role requires strong SQL, API, and observability skills, plus a customer-centric mindset. You’ll sit in a fast-moving SaaS environment, with 3 days/week in the Boston office and a competitive compensation package.

Qualifications

• Experience in technical escalation or SaaS support roles.
• Strong SQL skills and ability to read API requests/responses.
• Excellent written and verbal communication with customers and engineers.

Responsabilités

• Escalation ownership from first line to resolution within SLAs.
• Investigate issues across devices and configurations with logs and metrics.
• Collaborate with engineering to verify fixes and prevent repeats.
• Build tooling and runbooks to reduce escalations over time.

Connaissances

SQL

APIs

Logging & monitoring

Root-cause analysis

Customer focus

Outils

API tooling

Observability tools

Logs analysis

Description du poste

Blink is seeking a Product Support escalation engineer in a hybrid role based in Boston. You will own technical escalations, reproduce difficult issues using APIs and logs, and work between Support and Engineering to drive fixes and permanent improvements.

The role requires strong SQL, API, and observability skills, plus a customer-centric mindset. You’ll sit in a fast-moving SaaS environment, with 3 days/week in the Boston office and a competitive compensation package.