Blink - The Frontline Experts dezvoltă software pentru experiența angajaților, conceput în primul rând pentru dispozitive mobile, destinat organizațiilor cu echipe din prima linie. Platforma sa reunește comunicarea internă, accesul digital, implicarea angajaților, colaborarea și analiza forței de muncă într-un singur mediu securizat, ajutând angajatorii să se conecteze cu angajații care nu lucrează la birou din sectoare precum sănătatea, logistica, producția, transportul și comerțul cu amănuntul. Tehnologia Blink pentru comunicarea cu angajații este concepută să sprijine o implicare mai puternică, retenția angajaților și productivitatea de zi cu zi, iar compania este recunoscută pe Gartner Peer Insights pentru activitatea sa în domeniul comunicării cu angajații.
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.
Descriere
- 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.
Cerințe
- 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.
Beneficii
- 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.