Blink - The Frontline Experts izstrādā mobilajām ierīcēm paredzētu darbinieku pieredzes programmatūru organizācijām, kurās strādā pirmās līnijas darbinieki. Tās platforma vienā drošā vidē apvieno iekšējo komunikāciju, digitālo piekļuvi, darbinieku iesaisti, sadarbību un darbaspēka analītiku, palīdzot darba devējiem sazināties ar darbiniekiem, kuri nestrādā pie rakstāmgalda, tādās nozarēs kā veselības aprūpe, loģistika, ražošana, transports un mazumtirdzniecība. Blink darbinieku komunikācijas tehnoloģija ir izstrādāta, lai veicinātu lielāku iesaisti, darbinieku noturēšanu un ikdienas produktivitāti, un Gartner Peer Insights atzinīgi novērtē uzņēmuma darbu darbinieku komunikācijas jomā.
Technical Escalation Engineer
Resolve complex SaaS issues across Blink’s mobile workforce platform, including bugs, integrations, and data problems. Connect Product Support and Engineering through root-cause analysis, incident coordination, and diagnostic tools.
Apraksts
- Manage technical escalations from initial support through resolution, meeting SLAs and keeping customers informed.
- Assess incident severity and impact, then set investigation priorities.
- Coordinate live incident updates for Support, Customer Success, and internal stakeholders.
- Keep responsible teams accountable and ensure customers receive a clear resolution.
- Reproduce issues across devices, platforms, and customer configurations.
- Investigate logs, monitoring and observability tools, databases, and API traffic.
- Use APIs and back-end tools to independently correct data and configuration issues.
- Troubleshoot SSO, user provisioning, HR syncs, webhooks, and third-party API issues.
- Prepare root-cause analyses for customers and engineering teams.
- Support rapid-response engineers with reproduction steps, logs, affected accounts, and hypotheses.
- Write actionable bug tickets and bring customer impact into prioritization decisions.
- Check fixes before and after release.
- Bring recurring failure patterns into product and engineering planning.
- Develop diagnostic tools, scripts, dashboards, and runbooks.
- Help Product Support Specialists build skills through documentation, walkthroughs, and pairing.
- Improve alerting and monitoring, and identify gaps in observability.
Prasības
- Able to work from the Boston office at least three days per week.
- Experience in technical escalation, escalation engineering, application support, or technical support engineering at a SaaS company, or a background in software engineering, DevOps, or senior technical support.
- Comfort using a terminal, logs, data, SQL, API requests and responses, and monitoring or observability tools.
- Understanding of APIs, authentication, integrations, background jobs, and modern web and mobile applications.
- Methodical under pressure and able to communicate progress updates.
- Strong technical and customer-facing writing skills.
- Able to judge when to investigate further and when to escalate.
- Customer-focused approach.
- Able to work independently and prioritize competing urgent tasks.
- Helpful: professional coding experience.
- Helpful: ability to read code and develop hypotheses.
- Helpful: experience debugging mobile apps, push notifications, or offline sync.
- Helpful: experience with SSO, SAML, SCIM, or HR system integrations.
- Helpful: experience with cloud infrastructure and observability tools.
- Helpful: on-call or post-incident review experience.
- Helpful: experience using AI tools for investigation, ticket summaries, or documentation search.
- Helpful: knowledge of internal communications or intranet tools.
- Helpful: experience collaborating asynchronously with international teams.
- French, German, or Spanish language skills are helpful.
Priekšrocības
- Competitive salary.
- Generous equity allocations with significant upside potential.
- 20 days of annual leave plus public holidays.
- 401(k) plan.
- Private medical, dental, and vision coverage.
- Enhanced parental leave.
- Additional time off between Christmas and New Year.
- Growth and learning opportunities in a supportive environment.
- Social events, including lunches, breakfasts, and nights out.