Escalations Engineer

Job not on LinkedIn

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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HungerRush

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🍽️ Food & Beverage

🏨 Hospitality

📦 Logistics

Food & Beverage • Hospitality • Logistics

HungerRush is an all-in-one restaurant technology provider that offers a cloud-based POS platform along with integrated online ordering, payment processing, marketing and loyalty tools, delivery and curbside management, restaurant-grade hardware, and AI-driven voice/text ordering. The company builds software and hardware solutions to streamline restaurant operations, improve guest experience, and drive repeat business for multi-location and franchise operators.

📋 Description

• Own escalations end-to-end: reproduce, isolate, verify, and communicate progress to stakeholders • Perform deep technical analysis using SQL forensics, logs, and telemetry to identify impact and root cause • Deliver customer-safe updates covering impact, workaround, and resolution ETA • Document clean repro kits and internal RCA notes • Maintain and expand the Knowledge-Centered Support (KCS) library, including articles, workarounds, and decision trees • Partner with Development, QA, and Product to track and implement permanent fixes • Automate common checks and repetitive troubleshooting steps using SQL, PowerShell, or macros • Monitor feature releases and proactively publish Support Impact notes • Represent Support in release readiness and defect triage meetings • Model HungerRush TRACS values: Team, Respect, Accountability, Customer, and Speed

🎯 Requirements

• 4+ years in technical support, escalations engineering, or a related SaaS troubleshooting role • Proven ability to investigate complex technical issues across multiple systems • Advanced SQL skills, including joins, CTEs, window functions, and query optimization • Strong understanding of logs, APIs, and data structures within web or cloud-based applications • Excellent written and verbal communication skills with a customer-first tone • Demonstrated ability to work cross-functionally with Support, Product, and Engineering teams • Familiarity with .NET, C#, or similar backend environments • Familiarity with scripting (PowerShell, Python, or LINQPad) for light automation • Experience with SaaS, POS, or restaurant technology systems • Authorized to work in the United States without sponsorship, either now or in the future

🏖️ Benefits

• Remote work arrangement • Equal Opportunity Employer