„Blink - The Frontline Experts“ kuria mobiliesiems įrenginiams pritaikytą darbuotojų patirties programinę įrangą organizacijoms, kuriose dirba pirmosios linijos darbuotojai. Jos platforma vienoje saugioje aplinkoje sujungia vidinę komunikaciją, skaitmeninę prieigą, darbuotojų įsitraukimą, bendradarbiavimą ir darbo jėgos analitiką, padėdama darbdaviams palaikyti ryšį su darbuotojais, neturinčiais nuolatinės darbo vietos, tokiose srityse kaip sveikatos priežiūra, logistika, gamyba, transportas ir mažmeninė prekyba. „Blink“ darbuotojų komunikacijos technologija skirta didesniam įsitraukimui, darbuotojų išlaikymui ir kasdieniam produktyvumui stiprinti, o „Gartner Peer Insights“ pripažįsta įmonės darbą darbuotojų komunikacijos srityje.
Technical Escalation Engineer — Sydney Hybrid
Resolve complex SaaS support escalations for Blink’s mobile workplace platform in partnership with Product Support and Engineering. Diagnose integration, API, data, and observability failures while guiding incidents through resolution.
Aprašymas
- Manage technical escalations from first-line support to resolution, maintaining ticket progress and customer updates within SLAs
- Evaluate incident severity and business impact to set appropriate priorities
- Coordinate live-incident communications across Support, Customer Success, and internal stakeholders
- Drive ownership among responsible teams and ensure customers receive resolution updates
- Reproduce problems across devices, platforms, and customer environments
- Examine logs, monitoring systems, observability platforms, databases, and API traffic
- Use APIs and backend tools to repair data, restore user access, and correct configurations
- Trace SSO, provisioning, HR synchronization, webhook, and third-party API failures end to end
- Write clear root-cause explanations for customers and detailed technical analyses for engineers
- Support rapid-response engineering with reproduction steps, logs, affected accounts, and diagnostic hypotheses
- Create actionable bug reports and communicate customer impact during prioritization
- Validate fixes before and after they are released to customers
- Turn recurring failure patterns into input for product and engineering planning
- Develop diagnostic tools, scripts, dashboards, and operational runbooks
- Strengthen Product Support Specialist capabilities through documentation, walkthroughs, and live pairing
- Improve alerting and monitoring so issues can be detected earlier
- Identify observability limitations and advocate for better logging, error handling, and administrative controls
Reikalavimai
- Available to work from the Sydney office at least three days each week
- Background in technical escalations, escalation engineering, application support, or technical support engineering within SaaS, or experience transitioning from software engineering, DevOps, or senior technical support
- Confident working with terminals, logs, data, SQL, API requests and responses, and monitoring or observability tools
- Working knowledge of APIs, authentication, integrations, background jobs, and modern web and mobile applications
- Systematic approach to troubleshooting under pressure
- Able to communicate clearly in writing with both engineers and customers
- Sound judgment about when to continue investigating and when to escalate
- Strong customer-focused approach
- Able to work independently while prioritizing multiple urgent tasks
- Professional programming experience is advantageous
- Ability to read code and develop debugging hypotheses is advantageous
- Experience troubleshooting mobile applications, push notifications, or offline synchronization is advantageous
- Experience with SSO, SAML, SCIM, or HR-system integrations is advantageous
- Experience with cloud infrastructure and observability tools is advantageous
- Experience with on-call rotations or post-incident reviews is advantageous
- Experience using AI tools for investigation, ticket summarization, or documentation search is advantageous
- Experience with internal communications or intranet platforms is advantageous
- Experience working with international teams and asynchronous communication is advantageous
- French, German, or Spanish language skills are welcome
Privalumai
- Competitive compensation with generous equity allocations and substantial upside potential
- 25 days of annual leave plus public holidays
- Equipment provided for effective work
- Private healthcare stipend
- Social events including lunches, breakfasts, and evenings out