Escalation Engineer

Job not on LinkedIn

🔥 16 minutes ago

🇺🇸 United States – Remote

💵 $130k - $180k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👷🏻‍♀️ Engineer

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Cockroach Labs

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

☁️ SaaS

🏢 Enterprise

💰 $278M Series F on 2021-12

SaaS • Enterprise • Cloud Computing

Cockroach Labs is a company behind CockroachDB, a cloud-native, distributed SQL database engineered for high availability, effortless scaling, and precise control over data placement. CockroachDB is designed to tackle database bottlenecks by eliminating manual sharding and enabling horizontal scaling as workload volumes increase. It supports standard SQL and ACID-compliant transactions, making it reliable for transaction-heavy workloads. CockroachDB is known for its multi-region and multi-cloud deployments, thus ensuring high availability, data consistency, and low-latency experiences across different cloud environments. The database is trusted by enterprises for mission-critical applications such as payment systems, identity access management, logistics, and user account management. It features a secure, fully managed cloud platform that simplifies database operations, reduces manual management efforts, and facilitates seamless migrations, providing businesses with superior performance and operational flexibility.

📋 Description

• Provide advanced support to customers and front-line technical support engineers • Diagnose, troubleshoot, and resolve complex issues via CRM, Slack, video chat, and/or remote access • Act as escalation point for tickets without a clear path to resolution • Identify tickets or accounts requiring additional support and proactively course correct • Use AI-assisted tooling for log and debug-bundle analysis, reproduction scaffolding, and code reading; verify outputs • Contribute to process, tooling, and observability improvements to reduce escalations and resolution time • Share effective AI workflows and help engineers verify AI output • Train and mentor junior support staff • Maintain detailed documentation of cases, findings, steps taken, and proposed solutions • Advocate for customers within the organization • Participate in on-call and shift rotations using follow-the-sun case transfers • Stay current on supported products, technologies, and best practices • Assist customers directly during onboarding and eventually manage most customer issues

🎯 Requirements

• 7+ years of experience working in Technical Support or a similar technical role at a software company • Strong knowledge of databases and ability to read and write SQL • Knowledge of distributed systems and Linux • Understanding of software development • Strong troubleshooting and analytical skills, including root cause analysis, in a global 24x7x365 environment • Experience using AI tools to troubleshoot and diagnose technical issues • Understanding of AI tools' common failure modes and ability to verify their output • Customer-first approach to critical thinking • Excellent written and verbal communication for technical and non-technical audiences • Passion for working with users directly • Professional polish when working with Fortune 500 enterprise customers • Familiarity with, or willingness to learn, technologies behind enterprise applications • Ability to participate in a weekend on-call rotation • Must be located in the Pacific or Mountain time zone

🏖️ Benefits

• Stock Options • Medical Insurance • Vision Insurance • Dental Insurance • Life and Disability Insurance • Professional Development Funds • Flexible Time Off • Paid Holidays • Paid Sick Days • Paid Parental Leave • Retirement Benefits • Mental Wellbeing Benefits • 401(k) contribution match in the U.S.

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