Escalation Engineer

Responsibilities

We are representing a confidential technology client seeking an Escalation Engineer to take ownership of complex technical challenges. In this role, you will:

• Take end-to-end ownership of customer escalations, including initial troubleshooting, root cause identification, and resolution across web services, APIs, SDKs, and marketplace integrations
• Collaborate with multiple tiers of support as a senior escalation point, investigating complex issues spanning web, client, server, database services, API gateways, and multi-platform environments
• Analyze logs, network traces, and debug information to diagnose issues and deliver actionable solutions, reading and debugging code in Python, Java, and SQL as needed
• Utilize AI-powered diagnostic tools and machine learning models to identify issue patterns, automate repetitive troubleshooting tasks, and provide intelligent resolution recommendations
• Document bugs for engineering teams when product issues are identified, and build process and troubleshooting documentation in the support knowledge base
• Assess and prioritize customer cases to ensure timely response and resolution according to service standards
• Create and maintain technical documentation, code samples, and troubleshooting guides while participating in cross-functional meetings and developer community forums

What We're Looking For

• 5+ years of experience in technical support, developer support, or service engineering roles, with demonstrated ownership of complex escalations
• BS degree in Computer Science, Software Engineering, or a related field, or equivalent experience
• 3+ years of code development experience with proficiency in Java or Python
• Strong understanding of RESTful API design principles, API authentication methods (OAuth 2.0, JWT), and integration patterns, with hands-on experience using tools like Postman, cURL, and Swagger
• Hands-on experience with SDK integration and troubleshooting across multiple platforms (iOS, Android, Web, Windows, macOS)
• Familiarity with Linux, networking, and cloud environments (AWS, Azure)
• Familiarity with AI/ML concepts and experience using AI-powered tools for log analysis, anomaly detection, or automated troubleshooting
• Excellent written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences

How We Work With You

Our talent team at Get A Job.ai manages the complete recruitment process for this confidential client. When you apply through getajob.ai, one of our recruiters will screen your qualifications and coordinate next steps. We will then submit qualified candidates to our client for consideration. Please apply exclusively through Get A Job.ai and do not contact the client directly.

Pay

Compensation details will be discussed with qualified candidates during the screening process.

Equal Employment Opportunity: Get A Job.ai is committed to fair and equitable recruiting practices. We evaluate all candidates based on qualifications, skills, and experience.