Role Overview
This position serves as the main technical point of contact for enterprise customers in the APAC region, focusing on resolving high-severity and complex technical challenges. The Senior Escalation Engineer works closely with Support, Product, and Engineering teams to investigate root causes, streamline resolution workflows, and strengthen the overall support infrastructure.
Key Responsibilities
- Lead L2 Escalations: Directly engage with enterprise clients to diagnose and resolve critical technical issues, providing hands-on support during high-pressure situations.
- Conduct Root Cause Analysis: Coordinate with internal teams to investigate recurring problems, identify systemic issues, and advocate for long-term fixes.
- Optimize Support Workflows: Evaluate existing escalation processes and implement improvements through automation, tooling, and team training to reduce dependency on higher-tier support.
- Develop Technical Resources: Author and maintain internal runbooks, troubleshooting guides, and knowledge base content, with contributions to public-facing documentation when applicable.
Required Qualifications
- Minimum of four years in technical support or escalation engineering roles
- Proven ability to troubleshoot distributed systems, APIs, and cloud-native architectures
- Strong working knowledge of SQL, Kubernetes, and Grafana
- Experience improving support efficiency and meeting SLA targets
- Clear and effective communication skills when presenting technical details to both technical and non-technical stakeholders
- Ability to build trust and collaborate with enterprise engineering teams
- Familiarity with FinTech platforms, API-driven services, and ITIL frameworks
- Willingness to work shifts aligned with the APAC region, starting at 5:00 PM EST
Preferred Skills
- Hands-on experience with GCP, Golang, Kafka, or RabbitMQ
- Background in building internal automation tools for support teams
- Prior contributions to public technical documentation
- Experience tuning Postgres performance
- Exposure to online securities trading platforms
Technology Environment
Google Cloud Platform, Kubernetes, Golang, Postgres, RabbitMQ, SQL, Grafana, Kafka
Compensation & Benefits
- Competitive salary and stock options
- Comprehensive health benefits
- One-time $500 stipend for home office setup
- Monthly $150 stipend via Brex card
Work Model
This is a fully remote role open to candidates worldwide. The team operates across multiple time zones, with a globally distributed structure that supports flexible work from any location.
Company Values
- Encourage curiosity and continuous learning
- Prioritize empathy in all interactions
- Take ownership and deliver on commitments
- Actively contribute to open-source projects
- Support and grow a vibrant developer community
- Maintain a developer-first approach to API design
- Build and sustain a diverse, experienced team
Equal Opportunity
This organization is committed to building an inclusive, equitable workplace. We welcome applicants from all backgrounds and actively seek to promote diversity in our hiring practices.
